Virgin Active double debit order

Virgin active deducted money money from my account twice in January, when I called them they tell me I must wait 3 days because nothing is reflecting on their side about money that was deducted. Firstly how is it possible not to check if a debit order was run on my account on their side and secondly who will now be responsible for chargers on my account because there was not enough funds in that bank account of mine for the debit order which means my account is in a minus, they were never suppose to deduct any money my account is not in arrears. When you miss a payment you get a phone call immediately and can make a payment immediately but now I must wait to get my money back. This is really pathetic.