Refund

My ID ( ********** 707083) clicks Ref: IN ********** 7. On the 16 Dec 2017 I duplicated payment to clicks while paying online order. Immediately contacted customer services, i was told my case will be under investigation. I kept following up with them, but only on the 28 Dec 2017 they reaponded confirming they received both payments. I had to send banking details and my ID copy. Was told it will take 7 to 14 working days. Today is the 18th day. I have been following up with them, but no respond from them. I also send my concern to their customer service, still no respond.