Double debit order

I have a policy with Clientele. Now on the 25th of April they made a double debit order. I enquired about it and was told on the 29th that they will reverse one debit order. It's the 10th of May and I still haven't heard anything from them. I've sent countless emails and still no response nothing. All I get is they will call me back but never do. I really don't know what more one needs to do for them to refund me my money. This is really horrible service. No agent calls or responds to any of my emails.