I need assistance

A week ago I emailed this people because they debited from the wrong account. I needed them to reverse that payment because that funds is not mine and I need it back as a matter of urgency. I still have not received any feedback from them and my bank can't do a reversal as the debit is a naedo or something so I need the company to refund me. I've had my contract with this people for 3 years and they've always used my fnb details. Although I made a mistake by giving the wrong card... I have sent multiple emails saying they can debit my fnb account however please do not debit from the other. N