Refund required from institute

Refund required: I have submitted a payment online for studies and thereafter it kicked me out as the system crashed, payment was collected and not reflecting in account, so I proceeded with another payment two days later to be safe to register successfully and that was done, I still did not receive my refund leave alone any feedback or correspondence from finance Dept, all I have is this reference nos: 20232NX12384 student nos: ***3- contact nos: ***