I dont want money only the strap we paid for.

In July my mother who had covid asked me to contact Vitalaire but she is also a existing client of them. I tried numerous depots to assist me with a strap for the sleep apnea machine she use. Eventually we got a quote from Lydia. We by accident paid the item twice since then I don't get any feedback from Lydia the lady who was assisiting me I tried phonig her numerous times without success. I told her I dont want a refund she must just send the extra strap. Up until today we have not received any strap or any feedback. Can we get the extra strap we paid for?