NO REFUND RECEIVED

A few months ago I settled my Makro account but they still debited my account with a months payment. I then sent them about three emails asking for the refund of the additional money they had taken from my account with no response from them at all. All I ever get is a statement reflecting the refund but nothing's been paid back to me. They don't respond to emails or anything and I want my refund paid back to me. The service from the accounts department is absolutely disgusting.