I made an accidental payment towards my car on the 25th of January

I made an accidental payment towards my car on the 25th of January. On that same day I asked for it to be re-sent to me via email. No reply. 3 days later I called in and they asked for proof of payment I forwarded it. 7 days later I asked for an update via email, again no response. I then called in last Friday and they said it was being processed and has been escalated. I have now given them basically 3 business days for the funds to reflect and nothing. Each time I was assured it is being paid back. Poor service.