Snatcher collected double payment for a single online purchase and withold refund unfairly

Snatcher has collected double payment for cellphone pouches that I have purchased online. They have been informed about the matter. Upon their request banking details, proof of payment and copy of ID was submitted. They advised that the refund will be done but all invain. I have sent so many enquiries in this regard. They are full of promises, but no action. It is now like two months later and still no refund has been made. Be careful when purchasing online from Snatchers and do monitor bank or card statements for this type of behaviour. You cannot reach them by phone and emails are answered only if and when they feel like responding. The only answer is that the matter has been escalated to their accounts department and they are sincerely opologising but it appears as if the accounts department also has a dont care attitude and management is totally absent in the matter.