Double debited my account

I was double debited this month with a automatic tracking order against my personal loan!!!! I never once received any kind of correspondence or letter from them, not even a call.... when i called to ask them to reverse it i get told to look at my terms and conditions.... when i quoted the teams and conditions back to them i get told they they don't know what is on the terms and conditions and i must go to the branch.,.. i then asked if the consultant is FAIS accredited or working under someone who is accredited and i get answered with complete silence!!!! THEY DONT EVEN KNOW!!!! HOW IS THIS EVEN POSSIBLE!!! I worked at a major bank for over 12 years in the complaints department and in the call center and am disgusted at their complete lack of interest in there clients, there own product knowledge and complete disregard of their terms and conditions....