Service fee

I have logged two service queries enquiring about service fee that was deducted twice since June to date. I was was told the one service fee will be reversed on the 7th day the reference number given to me was ***. The query was not resolved and another one was opened another service request was opened with due date of 14.10.2019. I was not contacted to be informed of the outcome on top of that my account was double debited again on the 14. No feedback on both queries or detailed explanation as to why there was a recent double deduction on my account.