3 Days waiting, still nothing

I wish I can give zero stars, I app**** on Friday and accepted the debit mandate. Since Friday nothing but it shows money was paid out. Today Monday I called waiting more than an hour, send messages on Facebook told that money was paid out. I emailed my bank statement and still I'm waiting for feedback. Terrible service, I am a long time customer. But this is definitely my last. Now they expect me to pay money back I did not receive with interest ☹️