Double debit & no refund!!

On Thursday, 2nd April, my account was debited twice by Makro, I immediately phoned the accounts department to have it rectified to which I was politely told there is nothing they can do - I must go to my bank and have the debit order reversed. I explained that I work and cannot take time off to do such a thing. It is now almost a week later and still nothing has been done! A very poor service indeed. I have intrusted Makro with debiting my account and for a second time they have proved to be very slack! My account is always paid and up to date! I have kept to my side of the deal only to be disappointed! Because of this I have had other debit orders bounce to which I have to pay the penalties! Is this fair? NO! Is this how they treat loyal customers? I wish to make as many people aware of Makro's abuse as possible!