Took money from my account twice via their payment link and refuse to pay it back ,

I was notified by Rain that my account was in arrears and sent a payment link to pay which I did but received notification it was unsuccessful so I payed again just to find money was deducted twice from my account. I've received back and forth fir 3weeks only to now find im in arrears again with no explanation where my other money is after mailing them the asked pop and bank statement they said I will be called which never happened