Vox double debits account and non-existent customer service

I usually have a debit order amount of around R999 go off my account each month, on the 26th. This month, this amount was taken on the 26th AND 27th. I didn't know why this was the case and called Vox on the morning of the 28th.

I was on hold for about 3-4 minutes, waiting for a consultant. That's fine. After talking to her for about a minute, which was her just verifying my details (including email and cell number). She then said she was going to find out more about my issue and put me on hold. I was on hold for over 20 minutes, without her checking if I was still on the line or letting me know or updating me on what was happening. After about 25 minutes in total, the line dropped from their side. The consultant did not call back or email me, despite having my details.

I then emailed the *** address to tell them what my issue was, and that I had already tried contacting them earlier via call and wanted a reason why I had been debited twice in September. That email was sent at 10:08 on 28 September. I got an auto-response at 10:11. It is now 1 October and I have had no response from a Vox representative getting back to me.

This is absolutely the worst customer service I have received from a company. Vox basically took money from my account that isn't theirs and is avoiding explaining why and how this happened. I will be opening a case of ***** against them come Monday, 2 October.