Airasia — closing a complaint without resolution

Hi
I booked a flight through the above and inadvertently made two payments with two separate international transaction numbers.
Air asia responded by saying that my booking only showed one payment yet my uk bank have confirmed there were two.
Air asia then sent me an email just saying they consider the matter closed and that i cannot pursue the complaint but can only contact them if i open a new one.
It is impossible to reach anyone at their customer services as the emails are just returned with "your email did not reach customers services"