Shocking Customer Service

I have been using the online schedule delivery service since January 2023 to have my cat litter delivered, and the service was running smoothly. However, the payment for the scheduled delivery on 08.09.2024 failed. I contacted customer service on 09.09.2024 and queried why the payment had failed as there were funds available. The lady could not give me an answer so I asked her if I could make the payment online while I was on the phone to her which I did, and the payment was successful. I was therefore surprised when the payment went off my credit card again on 10.09.2024. I sent an email that same day advising them of the duplicate payment and requested the process for the payment to be credited. I received a reply from Sharon Khumalo who informed me that she would send the query to the finance team. Later that same day she said that only one payment had been received and sent me a screen grab of that payment. I rep**** that I would have to wait until the second payment reflected on my credit account, so I could send her confirmation that the payment had been duplicated. I sent a copy of my credit card statement on 13.09.2024 which showed the payment had gone through twice. I sent a follow up email on 16.09.2024 as I had not received any feedback. I received a reply stating it had been escalated to the finance department. A second email requested “Is there no way to get proof of the payments made besides the statement?” I rep**** with a copy of the payment I received from Paygate when I manually made the payment online. I also stated that Absolute Pets had processed the second payment, and this proof was on the bank statement. I received no further communication, so I sent another email on 23.09.2024 saying how disappointed I was with the lack of communication. Sharon rep**** “This is the feedback I got from the finance team, and I did forward to you sometime last of last week. They said that they only received one payment as per the below.” Same screen grab attached. I forwarded Sharon the email where a had attached my credit card statement as proof that the payment had gone off twice. I received a hostile response from Sharon stating “Kindly note that I am not the only one who uses this inbox, you will find that when you rep**** I was off. For an example, I am responding now because I am on duty I will then be off again tomorrow and Friday.” Again, I was asked to provide reference numbers for both payments, and again I explained I only had one reference number. Sharon’s response was she’ll send another email to the finance team. I have had no further feedback, and I’m not surprised given Sharon’s attitude, and I honestly don’t believe she even bothered to escalate my query to the finance department. My response is that I cancelled my scheduled delivery and no one has taken any notice of that, which leads me to believe that I’m just a number and loyalty to the brand means nothing!