Refuse to pay refund and debited my account without authorisation

1. The take time to respond to emails and refund request 2. Started the refund process in February and it is October, the issue is not resolved. 3. They debited my account without authorization and yet they have not paid the refund amount due to me. 4. They refunds administrator Candice is useless, does not respond to emails, is never available on the work telephone, Does not respond when messages are left for her.