Can I be refunded.

On the 28/02/2025 in the morning I checked my bank balance to see if they have debited yet only to find out that they did not debit. I then decided to pay online, later during the day they debited which means now I payed twice. I called the head office department to request a refund the gave me the email address which I should use to send the requested documents, ID copy and bank statement and I did that they even game me the ticket number ***. Then they said I should wait for 7-14 working days for it to be processed I waited until now. I went to Rochester store in carnival to enquire about this matter and then we called the head office again the consultant that was assisting me said they did not receive any documents from my side and I have a proof that I did sent. Till now I haven’t been refunded.