Bad Service - No Feedback received

My accounts were listed and a repayment was scheduled accordingly, however one of my creditors debited my account in Dec 2022 and I have been struggling ever since then to get my refund due. Numerous calls have been made with Kelly and the financial institute but all I hear is "I have referred this to our CC Dept" I don't even know who this "CC Dept" is and what their TAT is around queries but it is frustrating to be put in a situation when you are already financially compromised