Incorrect debit order

After i reported my incindent here, they called me and they said they'll refund me and send the statement even now I'm still waiting for them and this was last week. Its a new week already they don't care about their customers this company. I called their call center today and an agent gave me this ref num:i282 and said her supervisor will call, even now no call from her supervisor 😒. An agent said she sent me my statement via email and no statement on my email.