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Bad Business Practice at Alliance Serv

I've been working with Alliance since late 2020. I used to get daily calls to ensure to that the account in question was paid. Emails were attended to almost instantly. Two weeks ago I contacted Bridgette to let her know that I had settled my account and was sending her proof of payment. Also, requested her to cancel the debit order instruction on my account and send me proof that it was done. To my surprise on 25/02/2021 I was debited. Shocked because her/their service to date had been amazing? It appears that only when you owe them something do they communicate. I have made numerous calls to Bridgette and the answer is always the same. She says she followed up with no response from her finance department to refund my debit order. I have given her and Alliance enough time to communicate to me and update me and to date have received nothing but empty promises. I have even spoken to her supervisor Tebogo to no avail. I will not leave this mistake and simply let bad business practice win!!!