Bad advise from Absa ***** department

I purchased something online with my credit card only to find out it was a **** and my card account was debited twice with the same amount, one after the other. The same day I called Absa only to be told by the call centre that the ***** department does not take calls and I need to send them an email which I did immediately. Two days later I get a response from them telling me I need to contact the merchant ******** and request a refund. What kind of advise is this when I asked for help in blocking them. There was no subscription mentioned or even signed and now I need to call the ******** for a refund.......