extremely terrible service from edgars

Please can Edgars give my money that was charged into my account in error, the fault was on their side and the insurance, the insurance has fixed it, I spoke with the team leader at customer service Nocollet who refused to give me her surname she says I wont get my money back, I want money in my bank account now please, they made a mistake they cant now say the money will paid in to the edgars store account, thats really not right