Unacceptable service

I have recently been added on debt review. Finchoice was not supposed to deduct the payment for the month and yet they did. I have advised my debt review company to assist with this and they did assist and sent through details on the 24.05.2024 for a refund to be done- a response from Finchoice was only sent on the 03.06.2024 and what makes matters worse they state that a refund can only be made in an estimated 21 working days. which means that they made an error on their side and now I have to wait for a refund to be made in July for something that was done in May. I have tried calling their offices twice and it was an half an hour wait for a consultant and no one got back to me. How does a company delay a refund on something that they made error with? This is unacceptable.