Bad services and poor communication

I have made an arrangement with unprofessional consultant on the 20th of Jan of changing banking details and I was told that debit order is transmitted for the 24th I ok can we change the for Feb she agreed and what happened is they debited me twice on the 24th on the new banking and the old one. I phoned for the refund on the 27th and your second unprofessional consultant said I should send statement and ID copy which I did on the following day m still waiting for my money can someone assist me with my refund and don't forget to listen to your call recording as you say you record calls... My number is ***.