Double debiting of my account

I have a loan account with Direct Axiz, I have had issues which I raised with them via e-mail regarding my account being debited twice in the month of January, seeing that my emails were not attended to I called the customer care centre and was attended to by a gentleman by the name Khaya, he advised that they saw the e-mails and that I will be refunded within 24hrs and nothing has happened this far. I have been seriously inconvenienced by this and have incurred banking fees which I am quite sure will not be refunded. I have now been calling the customer care centre to try and remedy the situation and I get transferred from one agent to the other without any solution , I have spent my working hours and my costs trying to contact them to no assistance, I have thus resolved to see if I can get the FAIS Ombudsman to intervene as I fear that my account will continue to be double debited.