Double Debit Dispute

Horrible service from your call center agents in the card dispute division. I logged a query in relation to a double debit for a hotel stay at the branch and was given an incident number to query with. i was told they can see the money is on hold and the only thing to do is refund it back into my account, i was sent from pillar to post and the lady by name of Lelethu told me i need to wait 14days to get a response from the card dispute team which is does not make sense. I was put through a team leader by the name of Connie Matsoso who also did not provide a valid reason as to why i had to wait 7 to 14 days for my issue to be resolved. Incident number ***6