Web africa unable to track a double debit?

This is the second time I am resorting to hellopeter as the Web Africa finance team is unable to assist with a double debit. They keep on showing me my invoice when the second debit obviously went to another account (suspense?) Capitec confirmed that it definetely is 2 debits and that it MUST be sorted with the merchant. What do I do now? https://help.webafrica.co.za/helpdesk/tickets/***

Do I go to the ombudsman?

Really sad - as their product seemed good