Bad service causing inconvenience

I have been receiving calls from the agent from this company and I called them back last Wednesday wanting to settle my HomeChoice account, I spoke to one laid and we made the arrangement but somehow the phone was cut and they called me back, the following day a different lady called to make the same arrangement saying it was not finished and I asked her if I won't be debited twice she assured me that I won't and then the lady I spoke to first also called later that Thursday, I asked again the same question she said no... A debit order ran that night and to my surprise a 2nd one ran the following day... I waited thinking it was a mistake they will transfer it back but nothing happened. Today, 18/06/2019 I called them about this and now they telling me I have to send them a bank statement as proof or go to the bank to reverse it or wait till month end which is charges and money from my side and I'm at work so now I have to take time off so I could rectify your mistake, which unfortunately it's something I won't do.... You guys were able to debit so you should be able to transfer it back or else there'll be hell to pay