Refund not paid back when double charged

I was double charged on my account early in October. I called in to report this and request a refund many times and have sent emails but my refund has not been processed as yet.

I am using a lot of money calling in; holding and talking to different people. Even after I managed to find someone who has confirmed that the refund is now with finance for processing last week but the payment still has not been made.

I have now spent so much money trying to get this refund through calls and it is just not coming.