DOUBLE DEBIT ACCOUNT - NO HELP FROM CALL CENTRE

i normally have a debit order of R2000 that goes of each month on the 24 of every month for edgars - but last year november they debited me twice on the 01-11-2014 and the 24-11-2014 - i do not understand why the debit on the 01-11-14 which they have no record of i have been to the store with my bank statements and they have emailed it to there accounts department which i was told someone would contact me within 48 hours no one has been able to assit me from then i then called the call centre and was asked to email my bank statements once again and someone would yet again call within 48 hours i sit here still waiting - I DO NOT ADVISE ANYONE TO PAY EDGARS VIA DEBIT ORDER.