Legal?

Not for the first time two debit orders went off on my account this month. I asked them to fix it and got this reply:

Please note you are not eligible for a refund as your debt counselor has not provided our offices with a favorable acceptable proposal.

Naedo will only be canceled upon accepted proposal and refunds will only be done for debit orders that goes off after the proposal has been accepted. Debit orders before will not be refunded.

I personally have a written agreement with Lewis for R1,000 per month as my debt counselor is useless and does nothing, doesn't even contact me.

How can they take two payments and refuse to refund me? How is that legal?