Not sure what to do now

I lodged a complaint around the 30th of June regarding the debit order going through on the 25th not the 1st as arranged this has been happening since the month of March. I received a call from a lady who was attending to my query who confirm that the inconvenience was caused by technical error on their site and they are willing to pay back bank charges and they have sorted the problem, I should email my bank statement reflecting the charges because I did have pen to take down the details she promised to send me the details I have been waiting until today. Few days after we spoke I the sent a request to be called back via their website detailing my problem no one came back. On the 11th of July a debit order went through after we spoke to the lady that the money to be refunded will be used to settle the outstanding premium. On the 25th July debit order went through again leaving me with charges and bad credit record, something went horribly wrong with my insurer I been receiving super service for years now I am no longer sure but hope is still there.