Debiting an account with 0 outstanding

It's been a more than a week no call back from a manager.

Debiting my account that has 0 outstanding payment made in 1st week of December yet , payment reflected on their system as per in store and agents stating payments must take place 2 weeks before month end. I need to pay R225 for a failed debit on an account with 0 amount outstanding is this the type of service you provide to a almost 10 years customer. I'll be switching over