Pjn not helpfull and do not call back

I had to get a new bank card as i lost my purse. I have been trying since 30 April to load my bank details for the payment to go off and were not able to. I even tried the option pay now and this was also unsuccessfull. I have been sending chats explaining the issue iam having and trying to call them twice and each time i get told an agent is not availble after holding for a while. They now want to debit my account for twice the amount on the 8th of May. This is unexceptable that they just want to do this and iam not getting any assistance from them as I have asked numerous times on my chats for them to call me and no one as called me thus far.