Unauthorized payments

We recently had an issue last month with an autopay where we had paid the bill then when autopay when through it took the amount again. We got that refunded and removed autopay to prevent this issue again. A payment was pulled today that we didn’t authorize, we don’t have autopay on and when I call they said it was scheduled but that once it isn’t pending we can get a refund that we have to wait for. One why is is there no answers in how this payment was supposedly scheduled and who did it? And why am I the one who now has to wait days for my own money back. I literally show a credit of 595.53. I DO NOT have six hundred dollars that can just sit in limbo because your system decided to just take it two months in a row. 
I spoke with an agent directly and he said they can refund it within 3-5 business days once it’s done pending. I had to ask multiple times for a supervisor because he just kept claiming that we scheduled the payment when I know I did not. The supervisor already seemed upset when we started the call then said we will receive a refund within 5 days of today, and that there is no information on who or when this payment was scheduled, that this is information that is not given but at this point it’s fraud and the company isn’t helping at all to determine how this could happen two times in two months.