ABSA PLAYING GAMES

I made a transaction online. The amount in question was charged to my credit card twice!. On top of this I did not receive the goods. I asked ABSA to refund me the charge, over and over I receive the same emails from Absa each time telling me that a period of 15 days from purchase must pass. That period has passed and I have send all requered documentation BUT again I get the email telling me that a period of 15 days from purchase must pass. It is ridiculous as if ABSA isn't even reading my emails. I've been with this bank since they were Al****, but this service is below the belt. I'm fed up with them.