Still no refund

I was contacted on Monday 29th Feb by Brian, escalations Manager, and was promised that I was going ot be refunded that very day for the 2 months I was incorrectly debited... WOW still no refunded and no further communications, this is just shocking. where to now? And I get told I will get refunded every month and there will be no adjustment to my debit order, discovery this is just unacceptable. prev ***