Refund not paid for more than a month and no feedback received

I made a payment for custom duties and with the 1st attempt, it said payment unsuccessful. I re-did the payment and subsequent to that, I discovered that the payment came off twice on my banking account. I've been trying to get hold of Palesa, but I was told they can't transfer me to her line. I've been calling then since the 11th of December, with multiple emails sent since 11 Dec 2023 for my refund.I have sent multiple proof of payments with all the information and also with the trace number as they've requested but I still haven't received my refund as they been saying that I've sent the wrong proof of payment and I've asked what information is missing and I am not getting answer.Their call center is bad and they have ,I have never dealt with such and *********** company in my life they don't deserve to be working with people.The money and time that I have spent following is way more than what they owe me.