terrible service!!!!

This company firstly *******ly debited my account without my knowledge . Its been a mission trying to get a hod of them , after weeks of trying , I finally do.I explained my situation and they asked me to fax through documentation , which I did. I was told they would action my refund . A week goes by and not a word from them , upon contacting them again , they say their systems are down which would be up in the next few days , I give it another week and the systems are still down. I don't understand how you guys are a financial institute and your systems are down for so long. Whenever I try calling , nobody seems to know what's going on. I'm not asking for a favour . I just need you'll to return MY money. I've been far too patient and expect assistance asap.