Bad service after being charged twice

I was charged 2 twice. The second one was not credited . When I call them, representative named Liyema and Nikitta was least helpful. Liyema said it was fine to send a screenshot and later now the screenshot is not fine but I rep**** worh a proper document later and they keep saying they not getting my email . The last email they received is a screenshot to prove I was charged twice . It’s been a week now and no help with my money and I was given a number to send my bank statement to a business that has disappearing messages and they still saying they will look into it