Day 2 and refund not processed

I made a payment of R1000 on the 25th May and I received a call confirming that you have received the payment as per agreement however on the 1st June my account was debited for the very same amount. I logged a call for a refund on the 2nd and its the 4th and refund is still not processed and not indication as to when my refund will be processed or whether its being dealt with ...I was told will receive and sms confirming the call was logged and am still waiting for that sms...