Refusal to refund me

Last week on the 9th , I paid for my subscription through their self service app, it was down and the payment went through twice. I called their call centre the following day to query the issue, the agent I spoke to said in order for them to reverse the amount, I will have to provide my banking details and the refund will be processed within 7 days if not earlier. Yesterday the refund had not be processed, when I called I was told no refund was processed and I still have to wait for another 7 days. Why? They are quick to disconnect their service when I am a day late paying for the subscription. I want back my money, I'm really disappointed and upset by how this was handled. I now have to spend money on calls when they have my money, this is wrong and unprofessional.