Double Debited 2 Months In A Row & Getting A Refund Is Such An Issue

I was doubled debited in November and it took 3 weeks to get a refund - I needed to continually follow up. In December I was doubled debited again. I queried and was told a the issue will be rectified and a refund will be actioned. It is now a week later and no money refunded. Followed up this morning and at 8:01 was told that that they are following up with the relevant department and will be in touch but to no avail. This is ridiculous that you are not rectifying the error and also that I have to chase up for my money / refund.