Debited after being urged to make payment but no help of getting a refund

I have been debited after receiving emails and smses that I had to make an urgent payment to avoid further actions to be taken I made the payment and sent proof of payment twice to your emails requesting a response but there was no response.....

I called your offices on Friday morning and spoke to one of the consultants named Manama who said that the refund will automatically happen... Don't know how but I have received nothing This morning I called and spent almost an hour on the phone listening to the automated music but there was no answer and the call just cut

Please can I urgently get my refund!!!