Sage please assist with my refund!

I have renewed my Sage One accounting subscription in Feb this year. While I was making the online payment the page indicated pending and I thought that it went off line and tried again and made the payment. I then found that the first transaction did go through resulting in a duplicate payment. Since then I have made several attempts to contact sage and discuss with them. I have sent all the details proof of banking account, proof of payments as they required. Up to date I have not receive my payment and a still struggling to resolve this refund.