Unauthorised debit order

I got bank notification today about a debit order of R395. I send an email this morning and i got an reply which doesn't make sense at all,after few hours i called the customer service where by a lady by the name of Mandlakazi Somdaka answered the phone,i explained everything to her and she check on their system and confirmed the transaction.the attitude from her was unprofessional as she was very rude as i told her that i i want the refund,but she said cant.so i told her i will submit a complain to the Ombudsman and she advised me to do so.This is unacceptable especially from a company like loanfinder to ***** money from the poor. What am asking is only my refund or else further steps will be taken.