Extremely upset and dissatisfied with my experience after being such a loyal customer.

Extremely upset and dissatisfied with my experience after being such a loyal customer.

On the 5th of April, I placed an order and was double debited. I then inquired immediately and received a response on the 5th of April at 11:02 PM advising that this was a temporary authorization hold and would be released within a few hours. It has been 7 days/5 working days and this amount has still not been released and refunded. I sent a follow-up email and received a response that the email address I sent the email from is not the email address I initially used, which is incorrect as I responded to the email received. I would honestly just like a phone call and speak to a human being who can assist me in getting my refund.