Double payment, no refund and website offline

Good day, our website was double paid and I asked for a refund on the one payment, till today I still have not received any refund and no communication any further has been received, my website was de-activated by your company and is offline. I have asked for the reason for the de-activation and the reason is you need documents from me, till today im still waiting for any response to find out what is needed but still no feed back. Its been 3 months and no response, no refund, and website offline.