Debit order

A month ago I called their customer service regarding the debit order that was deducted in my account, they ask me to fill in the affidavit which they print from their branch I filled it in and sent it back to them, I'm still waiting for the feed back since then, I went to their branch to ask for a feed back about the situation because it's the 4th month I've been deducted with this unknown bank and I can't reverse the money and I can't stop I'm still waiting from them to do it...it looks like there's hope, the only respond I get is'we see there's an attachment in your complain' but they do nothing about it.... I'm sooooooo dissapointed