Refund for double payment

I paid my bill via the MyVodcacom App on the 27th January and they debited me on the 30th January at night for the same amount as I paid. I phoned in on the 31st January at 09:16 AM, didn't get the consultants name to open a service ticket which was done and was advised the refund will take between 3 and 7 working days which I was fine with. I then phoned on the 3rd February and spoke to another consultant at 11:05 and he advised me that its been 4 working days and the ticket was still open so I should get a refund by the end of the day. I then phoned yesterday at 10:01 and spoke to another consultant who then advised me that I need to send proof that my bill was paid double before my service request is looked at. This was the first time I was told that I needed to send proof my bill was paid for twice, not the first two phone calls to the customer centre but on the 3rd call and that it would take 24 - 48 hours for my proof to show on their system and then I will have to wait 7 - 14 working days for a refund. So from going to a week for investigation and feedback it has now turned into a month for investigation and feedback. They have throwing a loyal customer around like a toy without giving me the proper information