Refund

I made a double payment. As first payment was not reflect on my account. I was advised to call the following day so that they can refund me. Spoke to 4 people, 2 told that the refund will be processed. Then the other 2 told me to send supporting documents of which I did send but still no refund when I called to follow up I was told it has been cancelled but no payment received. Then the last guy tells me that the money has gone for the next month but am current on debit order.