Lack of aftersales service support.

I've had a good experience with Mweb till recently when I had issues regarding payment. I've called the call centre and received minimal help, and I since logged a ticket on the Mweb app and sent an email to ***, and I have not had anyone reach out for over 48 hours. Mweb tried debiting from my account even after I've made payment online, and I'm not getting any help with reconciling this issue. I've incurred bank charges due to this, and I fear that should my payment not be allocated I'll be charged a reconnection fee. I'd just like for Mweb to allocate my payment made 05/12/23, rather than continually trying to debit my account.