Wrongfully debited

We have been paying our account for the past two year via an EFT, no problem.

This month we paid like we usually do and then on the 1st of December we got debited with monthly amount, and when we queried it and requested a refund of the money which was debited, we were now told it would be refunded in 14 days?

14 days? Is this some kind of a joke or something?