Intercity express /Eagle liner

My refund regarding a double booking/ cancelation was never done, I am waiting since 02/01/2024 to date, the advised it would take 21 days to refund me. To date no pmts have yet been done. When I did get ahold of them 03/02,the lady advised me me that no refund was processed. Now I want double my money back for waiting without confirmation of my refund.and I had to pay the cancellaltion fees. . Regards Yvonne