I want my refund

On the 22nd of December 2025 I used the link sent to me to make a payment via my banking app the normal way I used to, to my surprise my services were cut on the 26 of December 2025. I was told they did not receive the payment I had to provide proof that the money was deducted from my account. I had to make a another payment for my services to be returned since they were still ''Investigating''. Now they admitted that they did receive the money and I was promised a refund but to this day I have not received the refund nor an apology for the inconvenience this has caused.