REFUND TAKING FOR EVER

Since Nov'23 till today I'm fed up with them. Change debit order date to 5th of each month, but after eft was made 20th Nov they did a d/o on the 25th.. Now Im struggling to get my refund back, emails was send to 7 different people every time you have to tell the problem over and over again, sending proof every single time.... WHERE IS THE SERVICE GONE TO