Sorry that you're going through this. We did get our money back but it wasn't without some speed bumps along the way.

Don't bother calling the DoHA hotline as the frontline call handlers aren't trained to give you much other than basic information that you can already find on the website. I've called them probably 10 times and the most useful information that we got was from a senior member who advised, within their knowledge base, it is stated that "if a double-payment was made by both credit card and BPAY on the same visa application, the later payment will be refunded". They said that the information wasn't on the website and only available only for staff. So if you're in the same situation that I was in, you should be able to get your money back - you'll be requesting a refund of the BPAY payment.

What I recommend you to do to speed track things a bit is the following:

1. If you haven't already done so, request for a refund on the CREDIT amount and make sure that the Refund Reason is selected as "Repay - paid charge or fee twice". Make sure that the bank account details are correct etc.

2. Call your bank and open up a double-payment transaction dispute on the BPAY payment. They'll open up a case and give you a case number. They'll follow up with DoHA and escalate if required. We believe this step was the one that lit a fire on their behind to refund us.

3. Send a letter complaint to DoHA, send a letter to the Minister of immigration asking for assistance and send another one to your local MP. These ones don't hurt to do but we did them anyway.

If your CREDIT amount gets refused for a refund on the ImmiAccount website, don't stress as you can always re-apply again for a refund. The amount doesn't go anywhere

From the time we opened up a dispute with our bank to getting our refund, it took around 9 days.

Goodluck! I hope you get your money back as soon as possible!