Bad Customer Services - No communication

So Creditworx is very quick to take money from me on a debit order date that I've tried to cancel due to a payment debited from my account on the 28 Feb 2022. They advised me that they have not received my February payment. When I went to my bank statements to have a look what happened to the payment, I noticed that the payment did go through. There and then I contacted Creditworx and advised them that the payment did go through and in the same breath request that they cancel the arrangement for the second debit order. They requested from me to send my bank statement as proof that the payment went through. Fine no response from them. I phoned them today on the 4th trying to find out what is happening with my refund, I could not get any straight answers from the consultant assisting me, apparently I have to wait 7 days now for my money that they took from me so easy to be refunded. Where is the fairness in that? Never have I skipped a payment when I made arrangements with the amount to be deducted as promised to them. Now I have to wait 7 days for my money. Is 7 days fair? No straight answers from them, no feedback via email, nothing!!!!