Service sucks

I put in a complaint for a double debit order that occured on my loan on 17th and again 22nd december, resulting in a short on my bond. I eventually got a response after many many emails to complaints department from Clint Petersen on the 28th. He asked for the account of the debit order. I gave it to him on 29th at 7.30 am. On the 29th at 11.35am he came back to say that since the name on the e-mail differs to the account holders name that I must verify a list of security questions...which I did at 10.51 am and again at 5.33pm on the 29th....and not a word or automated response from him since. The email address he is questioning is the one I registered with the bank. The one I received my contract at.. the one I used since opening my internet banking account. The email differs to the internet sign on for security reasons. I personally think that Clint Petersen just delayed response so that he can go on leave.airtime doesnt ladt long enough to hang on a phone for service and the bank in the area has closed. This is the only option of comunication. I'm thoroughly disgusted with this service. I'm struggling a week to get a refund on an double debit order.pathetic. complaint number ***