Refund not paid as requested

I have requested that the debit order be cancelled as i will instead do monthly EFT payments. I did an EFT payment and sent them proof thereof. The debit order wasn't cancelled as requested and was also deducted from our bank account. I requested a refund of the double payment on the 4th January 2016. I still haven't received the refund. Every time we phone we get must hear she is still waiting for authorization or the money has not yet been released. This is not acceptable. I have been with wipronet for over a year and had the highest regard for the service i received. This however changes things.