Account deducted twice

My account was deducted twice this month, an amount of R1 425.00, contacted Money star on Monday 26/01/2015 and the lady by the name of Refiloe confirmed that she initiated a refund and it should be in my account within 3 working days, today I called and was told the refund request was sent and it hasn't been done, I must wait, I find this totally unacceptable as my money was deducted without my consent and it's end of the month debit orders need to go through. My money must be refunded immediately.