Debiting account without delivering services

Last year our account was debited with the pretense that we will receive new membership cards that will be valid the whole of 2015. The cards were never received until date. Hlengiwe called us again last week of April with the promise that she will send us new cards and vouchers and she was told that she mustn't debit the account again as hotel express still owe for last year, yet the account was debited again and upon calling Hlengiwe back she said she had to debit the account as we are new clients to her, something we don't understand as we have been clients of hotel express for years now. We then asked Hlengiwe to refund us the money because she was never given permission to do that. It looks like everything is a joke to Hlengiwe because every time we speak to her she keeps laughing at us, and it is worrying to us that hotel express just keeps on taking money from us but doesn't deliver any of their promises. Somebody needs to attend to this and refund us what is due to us immediately.