Struggling to get my refund after their system error

Cartrack double debited me and say it was system error. They will refund after 14 days and today I called to ask, why I have not not received my money after 14 day and they said palesa is the one who requested my refund and she is currently busy she will call me and my surprise is this the answer why I still don’t have my money which they toke without my permission.