Double debit order - *******!

Virigin active debited my account on both February 1/2/2024 and then again on 15/2/2024. I called on Friday and the lady I spoke to kept me on hold for over 30 minutes. Then told me she spoke to her manager and that I have to pay a month in advance and that the payment on 1/2 didn't go through. I told her I wouldn't be calling if that were the case and she said that's what her manager told her and I must sent the two proofs of payment to them. What the actual heck? I did this and to date have no feedback not refund or explanation. My contract clearly says first debit order goes off 15/2/2024. Why did you take two payments? I want the money back. Also your staff are rude and unhelpful and to keep someone on hold for such a long time is insane. Then to not even both replying to my email. Unacceptable. I will remove mine and my childs subscription if this is not sorted out!