Double pmts - 5 to 10 working days for refund

I settled my account on 4 May 2018, yet the debit order was taken off my account today.

On my phoning to query the matter the following transposed:- 1) i should have closed the account once they received the pmt, as they did not know that I wanted to close the account (Requesting a settlement amount and then paying was not sufficient) 2) They can see the pmt but not the amount 3) oh yes they can see the pmt, but I need to send a proof of pmt (ok so by then I was making a noise) 4) So ok a call will be logged to see if I can get a refund (I settled the account and now you take a pmt ... To see if I can get a refund????) 5) Takes 5 - 10 working days (SERIOUSLY) 6) No reference nr (just your ID) - what institution does not give a reference nr when you phone? 7) Only allowed to get the person's name that assisted me as I was not happy with no reference nr ... She refused to give me a surname. Ok so when I phone tomorrow then ****; i need to start at the 10 security questions again?

I have never had problems with my account but it seems when you want to close the account the problems starts! 5-10 working days for a refund is just not acceptable! No reference nr, no commitment for fixing the mistake and I am supposed to say Thank you and that is ok?