Settlement amount & Refunds

I've settled my Russells account on 29/12/2017 which I opened on 15/11/2017. Before I settled the account, I requested a breakdown of what I owed on my account as I wasn't debited by end November 2017 as I requested. The settlement amount was absurd to say the least, I wanted to settle the account over 6 months but though I would be better to settle after a month. I ended up being debited before I could settle the account, now for almost a month I am having to struggle to get my money back from these people. No response just email being sent to their finance department to do the refund after I have threatened to take matter further. But still till today, I have not received my money.