I have to accounts with 2 different surnames

I bought something and made payments and even suggested a debit order.Than i bought again and paid for something i never received coz it was out of stock.than they debited me again for that same item..Untill I placed stop payments.up untill today no one apoligised they just keep reffering me to the customer service where you hold on forever but no one listens.they have been calling me and talking over you being very rude demanding payments.I am so sick and tired of this..I should have one surname and one bill.the brochure also stated pay in feb but I have been getting calls from more than 10 people..can someone pls fix this.....