Order cancelled, but no refund from Game

Game had a system error on 1 May. I placed an order and the system failed. I had to re-order the item directly after the first attempt. the first order was cancelled, but the money was still debited from my account. I have been trying to get a refund ever since the 1st of May, everytime i call in or query the status of my refund, the advise that they will escalate and we must wait. I have WAITING MORE THAN 2 WEEKS FOR MY REFUND!!!