Monies taken twice with no refund and online banking and cellphone app is sh*t

I paid for some stuff twice, yet the bank took out the monies twice. When i queried it, i was given a bunch of forms to fill. Some time later I call to query on how to fill in the forms, they tell me its to late now and I cannot get the monies back. Further to this incident, I paid monies from online banking and was to confirm payment on my cellphone app. I confirmed the payment on my app yet the funds the time to confirm was still running on my online banking, eventually not going through. It reflects as though the funds are not out from my account as yet, but I do not know if it will go off again. They really need to get their sh*t and apps in order. Monies can't be going off twice and there being inconsistencies on their apps.