Delayed refund

I am utterly disappointed by Miway refund department. Since last year December I been communicating with their customer service agents to refund the money that was deducted in my account without authorization to this day I haven't received the refund and the consultant don't give a clear explanation of what is holding the process. I mean how long should I wait for the money I know they took that doesn't belong to them... I cannot be working like this is really inconvenient