Absa and it's pathetic service for premium banker

Absa and it's pathetic service for premium banker. The below is the email sent to Absa. 2 days later no feedback. On the day of the transaction, my first payment attempt was declined, and I was prompted to process the transaction again, which then went through successfully. However, upon reviewing my bank statement the following day, I noticed that both transactions were debited from my account, even though only one payment was received by the merchant. I visited the filling station and presented both transaction slips. After reviewing their banking statement, it was confirmed that only one payment was reflected on their side. Following this, I visited Absa Greenstone, where I was advised to submit the attached proof of payment and transaction slips so that the duplicate payment can be investigated and refunded accordingly. Till today am not yet assisted and no one has reached out to me. What a pathetic service