Double Debit

I have been double debited for my fibre account, I have spoken to three people, one being a senior person. I was promised that my account would be credited today (06.11.19) and an email would be sent to me confirming the credit into my bank account. I have received neither . I have still not been credited for my double debit (Into bank account). How hard can it been to email me telling me when I will receive my credit within a reasonable time. Afrihost service yet again is shocking