*****ing my money

Debit order went of twice on personal loan. Even received a sms that they moved money from transactional account to personal loan account and that in must contact them for further araggements... seriously my account has never ever been in arrears so what payment arangements. Deducted payment on 25th Sept and 26 Sept. I want my money back and dont tell me to make payment arrangements if my account has never been in arrears. Wil go to ombudsman if i have to.