Refund

If I was able to rate a minus 5 I would because wow! Who owns this company and who is the regulator because they are not doing well by the customers and the customer service is pathetic, I’ve been on the online chat for almost 5 hours no proper response. I’ve been incorrectly charged infact charged twice, they keep saying it’s a pre authorization charge when the bank has confirmed it’s an approved payment, I’ve attached all sorts proof yet they still don’t want to refund me