Double Debited

Double Debited I was double debited and I keep calling the Verulam branch for a refund, they have not done it, it's been a week now the manager said to me the Monday I was debited Tuesday I will receive the refund till date I received nothing. The lady whose doing refunds says she has alot to do how is it my fault 🤬. This is so sickening been to the bank I cannot reverse.