Rocketnet don't know how to treat customers

I made a payment on the 31st August and when I went into my banking App on Tuesday I saw that they deducted on the 2nd September. I sent an email immediately and informed then that I had already made a payment and therefore I want my refund. I asked them Why they deducted because I did not authorise for a debit order. Ever since I started with them in 2022 or 2023, all this time I have been paying by payfast and I've never missed a payment. I don't know how many times last week I told them that I need that money because that is my transport money for this week to work. It's Monday morning and I still don't have my money and I don't know how I will get to work.

These people are so quick to deduct but when they have to refund they treat you like someone that is a bad payer. I told you guys that I need this money for this week transport to work.