Unauthorised Debits

I have always had a great experience with Finchoice until a debit order issue that happened in November 2024. My debit order did not go off on the 27th due to financial issues. On the 30th of November I went on to their website to select alternative methods to pay my installment. I found an EasyPay option and then immediately made the payment of slightly over my installment. This was on a Saturday so I expected it to only reflect on the Monday, 2nd of December. Then I received an unpaid debit notification from my bank on the 3rd which of course charged me for the unpaid debit. I made contact with Finchoice and was told that they cannot reverse the debit instruction as I requested it via their website, which of course I didn't. I selected the EasyPay. I was then transferred to their Customer Service line where I held forever and then requested a call back which didn't happen. I emailed and then an agent confirmed that the payment was received. I however, received another notification that a debit order will be sent. I rep**** to their email to find out whats happening. I was then asked to provide proof of payment again, which I supp**** and was then advised that the payment I made is not in payment of the installment or in place of the debit order, but just an additional payment. Nowhere was that stated, in fact the payment made was for the installment amount. The consultant then asked me for a screenshot fo their website where it tells me that the payment was for the installment.???? Its their website, surely they must be aware of what it says and also it would no longer be available for me to screenshot since its already paid! Trying to call them again, I held for 20 minutes and eventually got through to a consultant who dropped the line after verifying all my details. And still another debit order request was sent putting my bank account in arrears