Bad service, inconsistent turnaround times and lack of feedback

Lodge a complaint on the 3rd of January 2020 regarding an unauthorized debit order that went off on the 17th of December 2019, I was informed that payments take 14 working days. I then followed up after the 14 days since I was not getting any feedback. I got an email from the sales department stating that "they are sorry about the misunderstanding and that payments take 7 working days". The inconsistency in the turnaround times- the consultants are not consistent in their turnaround times. I followed up on the 29th of January, sent an email, my email was ignored. I called again on the 5th of February 2020 I was told that the claims department will call me back. I am still awaiting the phone call from the "claims department". The service is really appalling for an organization that claims to cater for professionals.