Bounced debit orders and none response

Logged a call last week already in regards to debit orders that bounce where as there are sufficient funds on the account. First time it happened I was told it was a system error and my bank charges were refunded. Second time, I was told there were not funds available period when the debit orders went thru, but what is strange is that the funds for each debit order were returned into my account and then the bank charges we deducted.

when I did a follow up Friday last week I was told the call was resolved, I requested to the person that closed the call who then refused and I was then put on hold for an hour until eventually when the bankers were gone. The call was escalated to a Zanele who was the supervisor on shift then. who then promised to get back to me Monday 15:00 until today there has been no response. despite the emails I sent to follow up.