Double debit

On my word worst service ever with rain they have been auto debiting my account every morning and they told me they cannot assist or remove my card as its an auto debit, i asked they put me to billing department he advised that he cannot do that i must wait for their call and i have been waiting for 3 days now, issue not resolved. I tried my bank as well they advised i ask for a letter stating i have been billed double im still waiting on the letter even now