Delay the process and the bank are debiting

Since I made a claim on the 02/05/2023 no is almost 2 months without successfully response from Prime Meridian Direct. Today I called them to ask how far my claim, they said is still under process. And when I asked how long you take to finish the claim they said is 10-15 days but mine is 42 days and the bank a still debiting. Even tomorrow the bank they will debit.