Call Center Agent

I called their call center and I spoke to an Agent called Chariefa September who is ***********. I asked her to process a settlement amount on the 26/08/18 from my bank account where they normally debit their premium and agreed but that was not done. Instead, they took their normal premium on 23/08/18. I then made a cash deposit to account details that she provided me. She then promised to Refund me the amount they took on the 23/08/18. It's been almost 2 weeks now I haven't received my refund yet. I've sent her all proof of payments and she confirmed they received the payments. Her customer service is very poor and I asked her many times to send me the company's address and her manager's number but she's ********.