Delayed Refund

I have made duplicate payment on the 19/07/2024 when I was purchasing online. Made more than 10 follow ups now, 4-5 of them I was calling which the call would take more than 10 mins with my funds, all the time when I make a follow up they are requesting for the same or different information from the previous time, today marks exactly a month and few hour more since I logged the refund ticket and they are still requesting for documents that I have sent sometime back.

The attendants are nice but my issue is not getting resolved.