Poor Customer service! Lack of management! Disgust

on 23/10/2015 I received an SMS with a reminder for my premium debit order for 26/10/2015. The amount was incorrect (double my monthly premium), I called immediately to dispute this and spoke to an agent who said there was a system error on their side, however the debit order will go off but he would request a refund immediately and the money would be refunded to me once authorised after that it will be paid within 72 hrs. A week later I called again and the same story was being told. 6/11/2015 I spoke to a gentleman who then told me the exact same thing, I then asked to speak to a manager as they have been telling me on managers can authorise the refund, I wanted to know what the hold up was, Agent told me that the managers are not available (none) they were in a meeting on Friday @ 4 PM! I was upset about this and they had me wait on the line for an hour only to tell me that he would send out an email to request the refund as this is the process,amount that shouldn't have been deducted from my account has to be authorised to be refunded back to me but I never authorised for this amount to be deducted as this was not the agreement. Poor customer service! no management! Disgusted!