Refund a client

On the 27th of December 2020, I had thought that the debit order for a cellphone contract with CellC had bounced. Then on monday the 28th of December 2020 I went a deposited the money via easy pay at pick and pay. Cellc debited the monthly debit order on the 28th of December later in the evening, (I now have paid twice in one month) now the problem begins... I called them on the 29th of December 2020, they said they created a refund request for me. On the 05th of January 2021 I did a follow up call and I was told there's no refund request under my name, I had to start and do a lodge a new case for the second time and I was sent an sms asking me to send proof of payment, I did! On that same week later, I did a follow up again. A not so friendly agent advised not to call again and wait for CellC to call me. My question is with who's money? I want my refund.