SLOOOOWWWW!!!!!!!!! Sounds like they making excuses not to attend to a request

I went under debt review in June of this year. When my first restructured payment went off my account, Finchoice was still debiting my account. This was not supposed to happen. There were two payment to them that I had to get reversed. I contacted my bank and they managed to reverse one but not the other. They advised that I must contact Finchoice directly which I did. This refund request has been ongoing since July and even when I called them today it doesnt seem like the request has been attended to as the last email they have was from my debt counselor making a follow up. This email was sent last week. In actual fact the consultant that I spoke to gave me an update from July when they advise to visit a branch to have it reversed as a refund from their side is seen as a "risk". What risk? There wasnt any risk when they took my money but all of a sudden its risky to give it back. The consultant also advised that my query is due for a response today. With the type of responses they've been providing I dont see any progress being made with this any time soon. Can the Finchoice debt review department please put some sort of effort into what they're doing? I'm sure that if it was one of them having that was owed money it would have been sorted already. Each call that I've made to them wasnt anything encouraging.