Russell's phola mall

I took an account at Russell's phola mall KwaMhlanga, few months later I settled the account but they debited my account still. I thought they will realize their mistake and refund me but they didn't. After a month I went to them and I filled out a refund form, I'm the one who must call to make a follow up. I went in again 2 months later and they made me fill another refund form then the lock down started. Even after they returned to work I still went in and they still don't have answers, I've been calling their head office for 2 months now with no response they are always having high calls volumes. It's 10 months and I'm still waiting for my refund.