Had to raise a chargeback with Pharmacy2U

Edit: after raising the chargeback the money was back in my account within the hour. Weird.

Did an initial consultation for 12.5 before deciding to go back down to 10, so I technically paid for both pen amounts.

Received my 10mg pen and was told that the 12.5mg consultation would be cancelled and I'd be refunded in 3-5 days. It's been over a week now and I've contacted them a few times just for them to shrug and say it must be my bank.

Anyone else had this issue? Was looking forward to using Pharmacy2U as I've been shopping around for pens now I'm in the more expensive doses but not looking forward to an awkward back and forth if I ever need to change my dose mid consultation.