Extremely slow customer support - Still not resolved!

<p>We used the YoBike service in Bristol to hire bikes for the day last week Saturday and after the ride, I wanted to top up my account to pay for the day's use. I accidentally topped up twice with 5 pounds as the app did not clearly show it was successful. I then opened a support ticket to ask for a refund on the one accidental transaction. It has been 7 days now and the query is not yet resolved, I have not even had a response to say it has been investigated to get an approved or declined request.</p> <p> </p> <p>How long can it take to ask accounts for such a small company to process or request a refund, especially in the first few months?</p> <p> </p> <p>This is after experiencing a very frustrating experience trying to locate a bike for the day, the first one was non-existent, the second one had a broken lock but was showing on the map, the third was close to the river but also non-existing, only the fourth one was fine.</p>