[mothered]

The first item rep told me it was processed and it'll take 24 hours and as of today it's been 2 weeks I have not received it
All the rep I talked to I saved the transcript of the conversation

Request to specifically speak with the rep In question, and ask him why he hasn't processed the refund as previously discussed.

Also send him the conversation that you have on record.

The 2nd item I got a email confirmation for the refund and got it but as of today I got charged again for the 2nd item.
When I called they told me to file a police report and contact the shipping place

Nonsense. The refund was Initially processed without the need for a PR and carrier contact, hence their request Is Immaterial.

You've received the refund, so the transaction should not have been reversed for no apparent reason. Ask them to explain why your account has been debited.