Double debit on account, where is my refund?

Double deduction on my up to date account done on the 20th of Feb 2023...Absolutely bad customer care service. I called in on the 20th of Feb 2023 to find out why my account has been debited twice. The lady was unable to tell me why but said she will log it and it would take about 5 to 10 working days for my refund. I expressed my frustration and told her I can not afford to wait so long for my refund seeing that I have other commitments as well. The same story was said by 6 other call centre agents as well on different calls and different days. Yesterday was the 10th day and still no refund, today I spoke to a few more agents and no one could transfer me to a manager. Where are they? Seems as though DirectAxis have a bunch of agents and computers doing as they please. On Sunday the 5th I received my statement which reflects a normal debit order and a manual debit order. When I asked why this happened the agent stated that I agreed to it, which I never did. The last agent I spoke to asked me to send a copy of my ID and proof of residence in order for him to do the refund. Now I had to wait 16 days first to hear this which will take another 3 to 5 working days. Why couldn't any of the other agents not tell me this since I started calling? Why must there be this delay when they must refund! If it was banking details given, Im sure they would be deducting money tomorrow! Why are they doing this to me? I have emailed the complaints department and quite frankly disappointed again with a reply of getting back to me. I dont want to wait anith week for my money!