Double debit and no refund

on the 02/12/15 i booked a ticket online and made a card payment. a few days later i noticed on my bank statement that the amount was taken out twice. i called my bank and they confirmed that the funds was taken out twice. i then called ster kinekor on the 08/12/15 and they confirmed that they will refund the funds into my account. 10 days later which is today, i have not received any refund. when i called they told me it is still being processed!!! the SLA according to your staff is 48hrs to 7days. i think i have waited long enough for my money. i requested a call from a manager and have not received a call yet.