Still no refund

After i logged my first complaint i received a call from a lady called Valencia she asked me questions regarding my complaint. She told me that the debit order on my account was cancelled but she cant see any debit order deductions on the system in which i told her that this is not what the other two people who assist me told me they could see it but didn't know why they still debit my account because it was not on my number. She then ask me if i have proof of these debit orders and if i can provide then with proof i told her that i will her my bank statements as proof of this. She told me she will back track what i was charged and will refund me my money back. When they receive my bank statement they will investigate it to see if why there is debit order still running on my accounts. After that call i am still waiting for my refund nobody after that called me again and didn't even apologise for all the inconvenience they have caused me. Can somebody who knows what happening on my account please call me. This is really ridiculous now. Even the tel number on my bank statement for which they debit is not even my number. Please refund me back my money.