No funds received but I'm debited

I app**** for a loan on 20th Sept. I emailed I tried calling I sent whatsapps to advise primeloans I am still waiting on a OTP and not 1 response received. Today they debited my account for monies I never received from them. Do not use this company. Their lack of communication is poor and you will never be able to speak to any person. I'm taking this up with the credit regulator. How do you debit funds if you have not even credited the account???