No sense of urgency towards customers

On the 10th September I purchased a few items at this store. At the pay point the speed point, as usual had a network problem. Apparently the amount was declined, then reversed.... of which I did get a reversed sms. So we tried again & the payment went through. About 2 days later, the amount was taken off my account again. I checked my transaction history to confirm & call the store. I was told to please email them with proof, which I did the next day. A week later I am told they need to confirm on their side if the amount was paid twice. It is utterly frustrating having to follow up with them as they are fully aware of this problem as I was told yet they have no sense of urgency for customer service.