Poor response time and keeping of promise

I made a payment not remembering I added Vox to my Debit Orders. So there was a double payment, I informed their account Cindy Pearce on the 4th May it's now the 25th May and I'm still waiting for my refund which was promised on the 14th then 21st and I'm still waiting!!!!!!!!!!!! ALWAY QUICK TO CUT YOU IF YOU DON'T PAY BUT IF THEY MUST REFUND YOU, YOU CAN NEVER GET HOLD OF THEM OR THEY JUST IGNORE YOU, DISGUSTING...............................................................................