Iemas card division are ********

I made arrangements to have my arrears paid over 2 months they deducted the full amount in December which has left me in financial difficulty and then they never stopped the 'arrangement' and deducts again now I cannot get the money back although I filled in a refund page, they giving me so much different stories and the more I am asking for explanations they getting irritated and so do I so now I get more than one person to speak to but nobody wants to give my money back, they rude, unprofessional and ********, they quick to deduct, they don't apologize for their mistake but now I must suffer this is ****.