Lack of service

They debited more than they should and I was supposed to get a refund since last month but I am still waiting. I have other debts that I should be paying that are not covered by you guys, how am I supposed to pay them when you don't want to refund me? When I follow up on watsapp and phone calls they keep saying Chantel will call me. I want to know am I going to get my money back before the next debit, if not I want to get a different collections company to help with my debts moving forward.