Mfc must stop debiting people accounts due there incompetence

Care&mfc sent me an email stating they do not have our insurance plan for the vehicle therefore will be charging us about R800, we then sent them our insurance plan on the 13 December, then contacted them telephonically and spoke to refeliwe who stated that the documents was received and they will cancel the added amount and if it goes through they will reverse it . our account was debited and no reversal was done, contacted mfc today the lady tells us they did not receive the documents and cannot check the inbox if the email was sent, as they cannot back check, refused to take accountability , then asked to speak to team leader they put me on hold for half an hour i eventually cut the call.