Taking money via Debit Order without my permission

I went to Game N1 City on the 24th of October 2015 to pay my RCS account as I did not wish for the debit order to go off my Current account this month. Before paying my monthly instalment, I went to the RCS counter and asked them to stop my debit order for this month. They phoned the HQ and I spoke to their consultant and I was assured by him that he had stopped the debit order for this month. THEN only did I make my payment only to find the next month that the Debit order still went through, so they received the money twice. They confirmed they could see both payments on their system, I also sent them my bank statement showing the 2 payments. Now they are dragging their heels refunding me because of their incompetency and require me to drive around to find them the proof of payment (which they CAN see on their system) for them to refund me.I spoke now to Nuraan Samsodien, who will try to get her management to sign off on the refund only after I phoned every single day this week to get this sorted out.