REDUND!!

I called on the 17th December to advise I will make a payment and sent pop and confirmed with the person who gave me banking details that no debit will go off on the 25th, the person clearly confirmed as long pop is sent then funds will be allocated and debit wont go off. On the 25th, I was debited, I called on Monday 30th and spoke to some guy who told me refund would be paid within 24-48 hours which never did, called again this morning, someone is telling me a completely different story that there is no refund request showing on her side. Why are you playing games with peoples financial affairs, if it was too late for me to make a manual payment on the 17th then why was it not mentioned like its being mentioned today. PAY MY REFUND TODAY!!