Charged twice & have not been refunded

I was charged twice on a trip when I queried, it was said to be a hold on my account before the trip and 1 of the amounts was not charged. It has been a week and I still have not gotten the second amount bank whenever I query it, I get the same response. To take the money they will debit your account immediately but to get the money back you have to wait forever! Unfair & unhappy