DOUBLE DEBITED MY ACCOUNT AND CANT GET A REFUND

Glocell double debited my account this month, I called and it took 45 minutes before someone answered, i explained what had happened and she said I must prove it by emailing my bank statement and it can take more than 14 days to refund if they did double debit?? She put me through to 5 other consultants who also coudlnt help, then they cut me off. I emailed my bank statemtns 15 times and have had NO response at all. Tried calling but again coudlnt get through for more than 40 minutes. This had been going on for over a week and still not one person has rep**** to any of my emails or called me.