Unauthorized debit order/poor client servicd

I paid a double payment. They the put an unauthorized debit order through for a settlement amount. Ive been trying to sort it out the whole day. Numerous phone calls emails. When i asked them to phone me back it was over 5 emails. Then they said the matter has been escalated in the morning, its now after 19h00 now its being re escalated. Also the finance dept doesnt work weekends. I want my money back.