Absa premium banking bad service

On the 26th of November 2020 I made an order from Woolworths online using my Absa cheque card and I was charged double by Woolworths. I called them asking them to reverse the amount they told the second transaction was still in my account reserved I should called my bank ask them to release it back into my account. They also sent a letter to *** asking them to refund me. I also called Absa several times and they asked me to send an email as such could not be done on the phone. I am so disheartened as my emails are being ignored by Absa worse I chose to use premium banking thinking it would make things easier for my when it comes to banking but it’s just a waste of banking charges with bad service.