Bad online service and I need my refund

I am so disappointed with the online service that I have recently experience with this store. On the 18/01/2022 I was trying to place an online order and I received technical error messages that the order was not successful placed, but two payments of R120.00 each went through. On the 20/01/2022 one payment came back of R120.00 but the other one was not refunded. I have been following up with different consultants through the online chat up until today they do not want to refund me. I even confirmed with my bank that indeed two payments went through. I even emailed my bank statement but still no one is coming back to me. Yesterday I went to their store in Vaal Mall and the Consultant tried to assist me by calling the online department and even confirmed if they received my bank statement of which they did and they promised to give me feedback before close of business yesterday but up until today as I am typing this complain no feedback received.