unsatisfactory service

I have been with Capitec bank for just over a year and have been very impressed with the service until now. Two weeks back I had done my shopping and got notification that my account has been debited twice for the for the same payment. I called in to the branch and a lady told me I had to come in. When I went into the branch a lady told me that there is nothing they could do I have to wait 3weeks. This is unacceptable as I require my money.