UNAUTHORIZED DEBIT

A debit for my decoder was scheduled to occur at the end of each month and there was never a problem. In Dec 2015 they decided to try and debit my account earlier in the month when funds had not been allocated so the debit order was returned and I have been charged by the bank. When talking to a consultant (Formila) I was informed that it is my responsibility to get a letter from the bank and give it to Onair Tv to get my money refunded. On telling the consultant it was not my responsibility to get the letter I was told that a sales manager (Sarisha) would call me back. This never happened. Wendy called last night to hear if I was happy with the decoder to which I answered yes but I am not happy with the company. After listening to my complaint she promised that a sales manager would phone me within 30 minutes - it is now 14 hours later and I am still waiting! I think Onair Tv may be playing with the CPA and they can be assured they will get pushback from me. Awaiting their contact