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Error in payment,while using "My Orange" app

Dear Orange, 

last month (beginning of August) , I tried to pop up my prepaid GSM number using the "My Orange" app.

I gave my bank's credentials and pressed ok / pay and I got a failure message. I supposed that there was no payment made, so I repeated the process again. Do you know, what happened? Although I got again a failure message, I realized some miutes later that my account has been debited twice.

I sent a query to Orange, I got a ticket, but since then, I have no communication with you. Is any body available to explain why and to give me sufficient information how this cannot happen again? Am I also able to claim my second payment back? Unfortunately, I did not get the support I need. 

Would it be possible to resolve the issue now?

Looking forward to hearing from you soon,


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