Poor customer service and no communication on refund!!!

I'm beyond frustrated!!! My account was debited twice, I've sent in my statement as proof on the 27th of March. Yet I am still waiting on feedback. I've sent numerous emails with no response. When you call in they put you on gold for more than 5mins with no result or solution. The turnaround time for a refund is 3-5 working days and it's been 5 days!!!! How long does it take to refund my money. Your systems are the issue but we have to wait for weeks before getting our money back. This is unacceptable service!!!!!!