No feedback and lack of urgency

I have been debited over two consecutive months for a debit order that was confirmed as cancelled last year. This is now the third time it has happened. It was confirmed over 2 weeks ago that a refund had been requested and upon my follow up last week, was told that the company has not confirmed the reversal. I have now been debited for two amounts in addition to the amount I pay Vantage every month. I don't receive timely feedback and the consultant who is supposed to be assisting me doesn't seem to grasp the urgency of this matter. I receive numerous emails from Vantage confirming that they gave reached an agreement with all creditors on my behalf, but they can't seem to manage this one debit order, nor are they able to support the reversal of the funds. I am regretting enlisting the services of Vantage.