Still waiting on refund... All departments are notified but not forthcoming

I was charged twice which MWEB is fully aware since the 27th November 2020 because I could see on my bank balance and had to wait a day or 2 to reflect on my bank statement as proof which I have also sent. I've been sent from pillar to post of various departments wanting to find out when I'll get my refund. No luck. Spoke to a gentleman in billing department who just cut me off and sent me a statement which I did twice already. A young lady at Payfast trying to assist but not getting feedback as she needs the instruction to do the payment. Everyone is aware of the double payment but just sitting backwards. No one is getting feedback that's required. Bad service and provider not recommended