Fedex stalls on Refunds

Fedex brought some goods for me from the USA. I had a problem with their payment gateway which kept timing out on me and inadvertently ended up paying them twice. I contacted them and was told that it would be better for them to refund me as opposed to me stopping one of the transactions. Against my own better judgement - I took their advice. The refund is actually a very simple process. Its a matter of pressing one button in the payment gateway but No, they had to Fica my account and needed a reason for the double payment. All this info has been sent to the consultant. Now they are not responding to emails and you try phoning them, they are worse than Telkom or SARS. Now 6 days later I still have no refund.