Terrible service double debit order

Hi So i have a loan and credit facility with Finchoice.

They double debit my account. i called them, emailed them to do a refund no reply to my emails an no one gets back to me. i called on the 30 Jan 19 to ask for refund sent the proof of double debits explained that i need the done as i have other debit orders going off an o dont want a bad credit record. i was told it was pending authorization. i followed up yesterday as well was told it was authorized. when i called this morning 1st Feb to follow up as still no refund was reflecting i was told it was still pending. i asked to speak to management or accounts department i was told they cant transfer me an thay no management staff was available. that i must call back. Terrible service an no1 can really help u an the staff lies Hayley