They dont care and all they tell you is that it not own they own hands

I logged a dispute regarding a debit order that went off from my account. firstly I used my own airtime and they place you on hold for 30 mins with no updates while waiting for a team leader. My debit order went off and yes I agreed with the company however my money is protected by you and when I want it back I expect you guys to update me and not me remind you of how your job is done. I would like to be contacted back and be given feedback and a conclusion today regarding case CD-35857. again I am following up and you guys just don't care.