I've been waiting for my refund of funeral debit order which was over charged, I've been waiting from the 17th of December till today, it's being escalated 3 times but never attended to, ref ***

I've been waiting for my refund of funeral debit order which was over charged, I've been waiting from the 17th of December till today, it's being escalated 3 times but never attended to, ref ***. I need my money right now because unfortunately I'm no longer supposed to wait any longer and it's annoying, they are lazy and incompetence.