refusing to refund after incorrectly debited

I was charged for something an installation that was never done and I logged a ticket on the 02/03/2023 and spoke to a lady named Monica, she promised me my refund will be in by Thursday the following week . I have since been following up and no one is giving me an answer on when exactly I will be refunded. I keep getting told they are doing investigations yet Zoom fiber did confirm that they never carried any installations . The latest I was told is that I have to wait 5 to 6 weeks for my refund. This is unacceptable as this money was not planned for . I am not even receiving call to be updated or an email. This is really unfair as they never even sent me an invoice before incorrectly debiting my account .