Lost Ticket EFT payment

I made a instant eft payment on the first of March as I received a email stating that I need to make a payment as they have not received any payment from me. Now is been a month almost and they have not located my payment and they haven't tried once to contact me about the matter and now they debiting for the last payment along with the current debit. This is complete nonsense how can you guys operate like this literally *****ing money from customers