taking money off customer account without notification of system error

Your reference number: ********** 0420/GO. I am writting this review as I am very disgusted and dissapointed in the service from edgars in regards to our account, no one has tried contacting myself or my husband. 8 Sept 2017, Money wastaken off my account ( I am not even the account holder), without any notification of why this happened, my bank Standard bank, had to notify me that Edgars had "Service error in july" no one from Edgars contacted me in regards to this, even when I was at edgars making payment. it is now day 8 and no one has made an attempt of contacting me, all I get is an email, this has been escalated. When taking money off to have an account paid, is it not that you supposed to contact your customer ??? I have a slip and sms stating my account was paid in full on the day, no sms nor email was sent back to me that my account was in the arrears.

This service is terrible and I am not a happy customer, i need urgent assistance to get this sorted out as it is impacting me on my own bank account !!