Debating our bank account twice

It's a disgrace and extremely unprofessional on how this business debited our bank account twice, yet if we do not pay them they disconnect us immediately. The customer service stated we will only get the refund back in seven to ten working days, that's very uncalled for and as the customer service agent stated they do not have a bank account it's all online, this is really ridiculous and now that money we do not have for an emergency that might occur. Rain is really not what we thought as user friendly because as we see it's just about taking money unnecessary.