Berkshire Bank

After closing a mortgage in December they took money out of our bank account for the non-existent mortgage on January 1st and have yet to return it. We closed out our mortgage on December 20 and on January 1st the bank took money for the now non-existent mortgage out of our bank account. Despite a multitude of emails, phone calls, and submitting paperwork, the bank has yet to return the money. My last two phone calls were on February 11th and February 18th and both times there was no one available to help me with the issue. Both times I asked for a return call and confirmation that the refund check was in the mail and still nothing has been resolved and no one has reached out.