Bad Bad Bad Customer Service !!!!

I made a payment by mistake to a public recipient account (CELLC)

I have logged a refund with Cellc with no luck I would like the bank to log a CHARGEBACK for me which is doable at every bank , but when I call they advise they cannot help me . I do not understand because this is valid , I have liased with the merchant and now I am going to OMBUDSMAN.. What could be so hard about checking my account and reversing the payment . Payment was made 23 December

Account number ; *** Contact details :*** Email: *** We pay a ridiculous amount of charges per month to the bank to not get such a minor problem fixed !!!!!