Refusing to refund

I was double debited on the 25th January and when I speak to the manager I am told about a stupid policy that will only allow me to get my money in 45 days.The last time I was double debited last year, I got my money within 2 days now, where was that policy? Yesterday my cousin got her refund, how is this different? I recommend this company to my family thinking that they are good.When you don't pay they call you 100 times and when we want our money back it's stories? There is a lot of inconsistency in this company, I will not be recommending it to anyone.