Authorized amount deducted by PrimeLoans

I need your help with PrimeLoans, I am not sure if this would be the relevant place to come too. They have deducted money from my account,. They are not responding to my emails, I have beeen on hold for the past 5mins today and with no one answering and in the past, it has been more than 5 mins. I don;t know what to do anymore becuase it seems they do give me my money back. Please help!