Debit order debited twice and no RESPOND!!!!!!

I've got a loan at Standard Bank. A debit order was placed on my account to make live easier then to pay every month via cash or transfer. I missed ONE payment. I'm guilty. They phoned me everyday till I settled the account. No Problem. Then they debited my account 3 times that month. Had to wait 2 weeks for one payment to reflect back in my account. Now they did the same! Why? Phoned Cradlestone branch, Mbali unable to assist, said I should phone her manager (Shanti). I asked Mbali to come back to me within a half hour with a feedback. NOTHING HAPPENED! Phoned 13 times, no answer, Took screen shots, Finally got hold of Shanti, said it's not her problem, I signed that they can do this at any time. I'm confused????? After a heated argument I told Shanti that I want an answer ASAP as this money is for my groceries for the month, she said she will pass this on as this is not her problem, but she will come back to me with an answer within 30min to an hour. Still no respond. IS THIS WHAT STANDARD BANK THINK OF ME??? Don't I pay enough to get the proper service? Do I mean this much to them? Just to tell me that this is not their problem? When I missed ONE payment they phoned me....