Awaiting Refund

Kulula double debited me, due to the website stating payment hadn't been made when it had. I contacted them IMMEDIATELY and was told I'd be refunded in a week or two...that was 29 January 2016 and still NOTHING. I think it's disgusting that customers have to suffer the lack of funds for what is very obviously Kululas fault. But all they do is keep saying the same thing 'that's just the way our refund policy works' while faking actually caring. It's unacceptable and I've never felt so dissatisfied with an apology before. And I'm STILL out of pocket.