Transaction not yet processed? Where is my money ?

I made an online purchase from ZARA on the 23rd of Dec and the money was deducted from my account as a Pre authorisation transaction. On the 1st January a duplicate amount was deducted from my account by ZARA. I contacted Zara they explained that they only received one payment and the pre authorised amount should be released by the bank as soon as they send out the package. I went to the branch to my surprise the transaction made on the 23rd did not appear on the statement but clearly shows a deduction on my BankApp instead it showed as a “ Transaction not yet processed “ . The consultant told me to wait such things take time and that Zara should release with no explanation as to whether I’ll get my money back or it’ll be taken by Zara who have already received their money on the 1st of January. What unhelpful service