Unsatisfactory Service

I have been having an ongoing challenge with this account and the self service channels are not really helpful. I haven't been receiving my monthly statements for my account for months now. I had previously requested a debit order to be loaded on my account which I was told that it was in June, however, I ended up making a manual payment. Now that I am making manual payments, now the debit order goes through resulting in a double payment. I need a refund as a matter of urgency and confirmation of my invoices being sent to me MONTHLY