Refund nightmare!!!

I’ve been trying for WEEKS to get a debit order reversed after giving ample time for notice to switch the contract to my uncle. They were DELAYED and failed the load the banking details in time. They then debited my account on the 31st of December. I asked the sales person Mark Schoeman to assist - who was the cause of the delay in the first place. It’s now the 20th of Jan - almost 3 weeks later - and I still haven’t got my refund - take note this is January, the toughest financial month of the year. Been told the refund will be processed writhing 7-14 days! ***?? The least they could do is pay for instant clearance after all the headache and I don’t even know if it’s been processed yet! Unbelievably unprofessional and ********* service!!!