Unauthorised debits on account

My husband passed away six weeks ago and I notified Direct Axis to stop the debit orders, sent the certificates and everything else that was required. Direct Axis has debited the account twice since then and although i have spoken to Carl, Sasha, Atuli and Brandon they are not doing anything! I have sat on their helpline for 6 hours each day this week and no one even answers the phone. I am again sitting on the call centre line right now and no one has answered for the last 15 minutes! This is not the way to treat customers and I am appalled by the service!!!! I want this sorted immediately. They should be ashamed!!!