Refund not processed.

They double debited my account I called them for assistance with a refund they told me it will take 5 business days and after waiting for two weeks they call me back and ask me to send them a statement to prove I have not received my refund and every week for the whole month they have been telling me to wait for Friday for the refund to reflect but nothing, the month is about to end and I'm being told to wait still. They sound convincing on the phone as if they really are care and are trying to assist but but..