Unresolved Still

after being contacted by the customer services department, promising my issue would be sorted. Ashveer still refuses to give me my refund which he promised to give me (which i also have on email) MONTHS AGO. he is requesting proof of the transaction even though i have it on email that it would be done, it has been done and i need to check my bank statement. i never got it. and i want my refund. you cant just double debit, inform me the refund will be done, not do it and insist that you did, now re-request me to send the proof again because your incompetence and indolence makes it impossible for you to do your damn job.