Refund query

I booked a flight on the 13th of Jan and made an EFT on the same day. The money left my account. When we had to check in we were told the payment wasn't made. So we paid again at check-in. I called the customer care today and they said the payment reflected on the 24th and today is only the 23rd. She said she will process the refund, kept me on hold, line dropped and never called back. I called again and the consultant was impatient and also kept me on hold for over 15 minutes.