Debit order woes.

My debit order went off twice and I called to advise and was assured that my issue would be escalated to the relevant department, who would, in turn, call me to give me an update on the progress. That never happened. I called again this morning and was told the same thing. i am still waiting for the call, 5 hours later. I no longer believe that it has been escalated. All that needs to be done is reverse one of the debit orders...