Reconcile Account

Two payments were deducted from my account in December 2023. I’ve sent numerous emails to a team leader who has not gotten back to me since my first email and multiple follow up emails. I’m being ambushed by their collections department regardless of the proof I’ve sent in which they say their cannot find the second payment yet the same reference number was used (ADT account number) when running both debit orders. In the meantime my credit profile is showing in arrears and no one is getting back to me in resolving this problem. The service is tasteless and they pride themselves with this behaviour.