No refund received after 9 months

In August 2014 I swiped my card and the amount went off twice on my account but only ONCE at the clothing store. So I went to the bank to rectify it, and a query (nr ***) for a refund was submitted. A few months later, the query turned into a customer complaint nr *** (because I am waiting so long and get no outcome) and so far this complaint has been \resolved"TWICE and a refund to my account is pending"