******* Debit Orders

On the 25th on May you debit R1358.50 from my account. I called and spoke to Tshepiso who said it was because there was no arrangement on my loan. She arranged a refund but said it would be half the amount because that's your process. I complained that it was not right because this was not communicated with me. We agreed on a R200 debit order effective 01 July however she advised me to call after June 1st to arrange it or else it would go off in June. I called in the 1st week of June and set up the debit order as arranged however on June 20th I was again debited R1358.50. I called and spoke to Pretty who said the system made an error with 1st refund because it paid me back my full amount instead of half. I thought I got a full refund because there was no arrangement but in any case I asked if that was the reason for the debit on the 20th then why did it not debit the extra half which she could not explain but said she would arrange a refund only for half. I called in today and i was told i will not get a refund all together and the consultant could not explain why. This is not right, Pretty told me that because I have a loan with you it means you have a right to take money from me as and when you please, I don't believe this is right but nonetheless, you don't even communicate anything with clients, I waited the 7 days I was given only to be told I'm not getting a refund, couldn't someone call to tell me this? I don't believe the debitting of my account was right and more so the decision not to refund me therefore I would like to lay formal a complaint.