Duplicate transaction, with no assistance.

I did a withdrawal on the 15th of October 2021, I did one withdrawal only but on my app it showed two withdrawals done of the same amount. An incident was reported immediately and each time I had to call for feedback, each call wasn't anything less that 10 minutes. After numerous calls which after adding my call times it adds up close to 90 minutes in total. Today I call for feedback and I am told I did the transaction and the case has been closed. Why would I go through all this trouble if I made the transaction, yes I did make a transaction, only one transaction but two transactions was done immediately after the first of the exact same amount. If it states I did both, should I get atm photo confirmation of me doing the transaction twice?