treated like an idiot for incompetence

on the 28th of Jan, I called to increase my loan. Spoke to agent Audrey Williams, application was processed, whereby my existing loan, and multi loan was settled and I was provided with a NEW one, as previously done, with Feroza and Jason (very efficient and effective). I sent a mail , and called Audrey asking why is the NEW multi loan not active, where I was advised it was activated, the system will update. so now the 20th comes, two debits were processed from my account WHY?????? so the feedback I get is, on the telephone agreement I said (Audrey) a new multi loan will be activated, what is my understanding of new, just that a new multi loan will be activated, which was not the case. I called on Friday she was not in, I liaised with Jason, who is currently still in a meeting. he asked Time to call me, I requested a call back from Tim which did not happen. now Audrey calls to tell me Helpdesk cannot reverse my debit it is too late, too late for what, when I called immediately of Friday. Jason requested docs to assist me, now Audrey calls back to say, the multi loan is available, but where does that leave me, with two debits once again end of March 2015. I need this resolved ASAP<br>