Lack of customer service

I can't imagine how disappointed I am with Absa bank I have been sending emails with no response or assistance ever. I even sent an email to their Manager Yvonne Makhanya who devised not to respond to me. I used my card on the 1st of December however the transaction deducted twice. I checked with the store and they proved to me that they only took 1 payment went back to Absa as the funds are hanging on their end still showing uncleared but the other transaction is cleared I do not understand why it so difficult for them to reverse my monet coz that is my hard earned cash. I regret moving my salary to them if this is how they operate.