Bad service

Went to Edgars on a Saturday when I paid they said it didn't go through. Paid again as they said sms was not proof enough that it came off. They said they will be in contact with me and sort it out later. They never did. I had to go to my bank and get it reversed as I had paid twice. I feel they should of phoned me and sorted it out instead of leaving it to me to sort out.