Money just deducted without answers and still no real service or help

They only phoned once. And sent a number for further investigation. It has been more than a week now and still no response from them. This bank's service is poorer than poor. My debit orders for car insurance is not going to go of. When are they going to fix this problem. They just deducted money unnecessary and now when you confront them they just shrug their shoulders. Is this really the service one deserves from your bank. I would definetly not recommend standard bank to any one.