POOR SERVICE

I noticed an unusually high amount had been deducted from my bank account and reported the matter telephonically via the call centre on 4th October. The consultant advised there are 3 numbers connected to my account - this should only be 2! - and advised me of the procedure to follow to have the matter investigated. This was done the very next day - affidavit which was handed into a branch who then faxed it to the ***** dept. Many emails later, I have still not been refunded nor has the debit order been amended. Too much money was again deducted from my bank account in November. How do I get my money back? And what is so difficult to at least correct the debit order going forward? And most importantly - how did my personal details get into the hands of the wrong people?