UNAUTHORIZED DEBIT ORDER

With out any authorisation they debited our account twice, and refuse to assist my wife when se was calling on my behalf. I feel the could debited the account twice without any authorisation, why can't they assist my wife without any authorisation. I am working underground for 12 + hours, and my wife is handling all our financial queries. I asked her to sort this problem because our other debit orders are getting behind They were the once who first did it the wrong way around. And when my wife was calling the team leader wasn't available to assist. The people just put the phone down no excuse no nothing. My wife spoke to Vergil the team leader at least he was trying to help, But no immediate solution were given.