Pathetic service by customer care consultant

Maybe a online shopping on 11 June 2019 and two payment was deducted instead of 1 and i called immediately to inform the customer service agent about this. I asked to block the payment and get it reverse and was told i need to wait for the payment to go through before they can stop it. I went to the Mall of Africa branch to check whats the status of my dispute and was given a incident no: ***2 to check because its still under investigation and i nee to wait 7-14days. I called end of June and 14 days has gone pass and was told no feedback yet still under investigation. called in again today same line " No feedback yet still under investigation. I don't understand what is taking so long and even when i was told 7-14 days. I do not want to speak to any consultant because they not saying anything clear to me. When will i get feedback and when will i get my cash refunded? This is pathetic service indeed.