Unauthorized debit orders.

I have arrangements in place for payments as I was retrenched and 6 months unemployed. Debit order last day of month. December 13th was arranged as all other companies. NEDBANK deducts arranged amount AGAIN ON 13 January. Phone in to rectify. NEDBANK deducts a further 2 debit orders on 17 and 18th for FULL amounts and NOT agreed amount. Phone in to get refunds in place. Discover that suddenly they know nothing about my arrangements and I MIGHT not get refunded for full amounts. Spoke to Zanele Malo Ref ***5 AND I have to wait up to 72 hours.