Re-inbur*****t not processed

Finchoice debited my account after 3 months after they have issued a settlement quotes and the settlement figure paid into their account. The finchoice has since agreed to pay back the charges incurred due to their debit having being declined. However to date such rectification has not been processed. I have requested that an alternative dispute resolution be provided as they are providing unacceptable communication however not providing adequate valid business reasons regarding the refund issue which they have agreed on, so that a different body may look into the finding and also I have not received such.