Bad service withholding my refund

On 30 October, my debit order went through my bank account and was debited again the 31st. I contacted customer service the next day and was told they will refund me. On Monday 5th of NovemberI spoke to a consultant and was told that it was requested but not allocated for payment yet. She requested payment again and I was told that payment will reflect on Tuesday 7 November, yet no payment was made and the excuse is they are having delays. Its not even paid yet. I have responsabilities and utility bill to be paid and Getbucks is holding on and delaying payment. My money!!!! Is this theft? I need it sorted and proof of payment today. The call centre is flooded with calls and the wait is costing me more than R60 airtime already. As you think you are nr 1 in the cue, the message cue puts me back to caller 11 or 12. Please attend to the matter immediately.