Money *******

Wish I could rate the finance department less than one star!! Had a once off job done on 17/10/2023, emailed them on 18/10/2023 asking to debit the invoice amount over 2 months. No one came back to me regarding this. On 27/10/2023 they debited the FULL invoice amount from my account which I left at that. On 02/11/2023 they debited half of the invoice from my account again, whereby I emailed and phoned. Today is 13/11/2023 and I still don't have MY money refunded. I have to constantly ask for feedback from the credit controller (Edna Gouws) and manager (Mogamad Bailey) and get told that they have internal processes to follow. How are the hold up with their internal processes my problem? Will I get refunded the bank fees for failed debit orders due to their incompetence? It is ridiculous that I have to BEG for MY money! I get penalized because of their finance departments incompetence.