WATING FOR REFUND FROM DOUBLE DEBIT ORDER

My debit order on 1 Nov bounced. I didn't hear anything so I assumed a double debit order would happen on ! December. after coming back from leave, Isee an email from them(not phone call, no message on my phone) they have suspended my facility for non payment. this was on 27 Nov. there was no mention of a double debit. I immediately made the payment. then on 2 December a double debit comes off my account.on 3 December I am on the chat line for over 2 hours trying to get someone the check their bank account to see my h payments. no one can do this> inee t wait 3-5 days until the get the statement. the refer me to the credit controller. I need the money back in my bank account to honour my other debit orders. Same day I email the credit controller Thabng Mabulana, she reads the email, but no response. next day 4 December I email her again. NO response I shone her a few time, and leave a message. NO response there is a query open ont their online system, and they keep closing, yet the issue has not been resolved. the only emails that I receive are to say that the query has been resolve. I look at the online system today, and yet again the query has been resolved, and they tell me that they will have to wait for a rejection report to make sure that my payment was not rejected. they will only get this rejection report in 7 days time. In an email I asked Thabang to check the bank account. NO response. Is there not one person at FEDHEALTH that can look at their bank account and see if my payments are there. in fact they should acutally be refunding the payment of 27 November, because they put a double debit in place knowing that they have received a payment on 27 November. this is the one that should be refunded. not waiting to receive a report in 7 days time. WHAT KIND OF COMPANY IS THIS. They are withholding my money *******ly even if they want to wait for the double debit order to clear, I am sure that at least one person can check the bank account. THIS SERVICE IS DEPLORABLE. I AM SUPPOSED TO BE THE CUSTOMER AND ALL THEY DO IS SIT AND WAIT FOR A REPORT TO APPEAR ON THEIR DESK, WHILE KEEPING MY MONEY