Bad service from Lewis

I opened an account with Lewis in August. My installment is R1040 p/month, which they took a debit order on 25th of August and 1st of September.Since the 1st of September I have been struggling to get a refund on the second debit order, which head office and the branch stories differ as to why i cant get a refund. I will not recommend doing business with lewis as it is already the 10th of September and the problem is still not resolved. It is very poor that the money is out of my acc and i have to hear they cant refund the money, as it "doesnt reflect" on their side. It seems like I am paying for someone else's bill here.