Double debit

Hi I would like to express my disappointment with jet cellphone insurance. On the 25th June we were debating twice for our cellphones and on the 28th I got an SMS from them acknowledging that they debited twice and that they were processing our refund, it will reflect in 7 working days. Today is the 13th and we haven't received our refund, attempts ntobget ahold of the relevant department has provided futile