Refusing me my refund

I think Mobicred really cares about what their customers think about them on hellopeter but I don't think they know how difficult it is dealing with their customer service, via phone or WhatsApp, those people don't want to help, some of the staff is very rude to a point that you'd end up asking for a manager to try and solve the situation, the manager comes and tries to deal with the issue but only adds fuel to the situation because they lie to you in an effort to calm you down. I was debited twice, the 1st was a manual payment I made, the second was the debit order, I was asked to send my proof of payment and I did and was promised that by Wednesday end of day my refund would be back. I expressed to the agent and the manager how much I need the money but it seems my efforts have gone in vain. My kids are not going to school, I don't even have money to buy them bread as we speak