Extremely Disgruntled Customer

Cartrack has to be the absolute worst to deal with. I have a debit order payment method with them since February 2024. On the 2nd October I received a call from them stating my debit order did not go through because of an internal problem and I had to make a payment immediately. I made an EFT Payment and sent through the POP as requested. A few days later I noticed that my account was debited the same day I made the EFT payment. That wasn't really a issue then, I called them and requested the payment I made be offset against my next payment due which was 01/11/2025. Lo and behold the debit order goes off so I call them on the 3rd November requesting a refund now because what i had asked for was not done. I was requested to email the POP, which I did on the same day and was told it will take 5 - 7 working days. Still no issue. I called Carteack today to find out if my refund has been processed and believe or not the answer was NO. I was told it takes 10 - 14 working days for the refund to be processed. What is unfair and frustrating is that when you owe them money they want it immediately but when the shoe is on the other foot protocol applies. Why would it take so long to process a refund is beyond my understanding and just doesn't fit well. Needless to say I am considering taking all my business away from them.