For some reason in September my Debit Order didn't go off from my Bank account

For some reason in September my Debit Order didn't go off from my Bank account. Rain send me a sms asking me to do the payment over there App. Upon doing the R625 payment, they took the same amount twice. The second deduction was labeled as "Big Bag" it has been a constant struggle for them to reimburse the additional R625 back to my account. I have logged 4 queries on the "ask rain" whatsapp portal. And have physically phoned them 7 times now. The say the money was reimbursed on the 4th Sept, but it will take 7-10 business days to reflect in my account. Now they say the reimbur*****t was done and the money should reflect in my account. As to date the 30th September nothing is reflecting in my account. Everytime i contact them, they say "we apologize" and someone will get back to me, but no one ever does. Even know i am waiting for a manager from there billing department to phone me, as they cant directly transfer me. 😡😡😡