Horrible Service from Game

My monthly debit order went off on the 21st February 2019, and the account was settled two days later on the 23rd February 2019, as a result, the account was over paid. I phoned the call center to get my refund and the lady I spoke to had no idea what she was doing, she advised me to email my bank statement AS PROOF even though she could clearly see the two transactions on her side. I emailed my bank statement, a day later I was asked for a copy of ID and Proof of payment, AGAIN, THEY CAN SEE THE TRANSACTION ON THEIR SIDE. I emailed the requested documents on the 28th February 2019 and haven't heard anything since. All I want is for the credit amount to be paid back to my account and the account closed. I don't understand how these people at Game don't get this. They keep telling me via automatic replies that my request has been sent to Finance, and they don't even have a contact number. The Call Center is useless.