Aggrogant management and money not paid back

Food *****s amanzimtoti What an awful experience all because of a avengers mug we have been charged double On Saturday we had gone to your store done our shopping and because we qualified for the avengers mug we took the cashier took out the card processed the sale again with the mug additional to find out we had been charged R1248 and 1298 as our sms came through .we had contacted your store to be told they can only see to this monday we drove back to speak to the store manager toni who advised us it was declined and will be transferred by Tuesday, tuesday there was no funds reflecting had to go back to the store to be advised the accounts lady is sick and there was no one to assist with it and I advised toni and simone that I wanted higher management as on my bank statement the money has left my account ,I was told the area manager / manager Toni would be back in 30mins . We where told to come back when he was in store and to our return we where advised in a very arrogant manner that it was hanging at the bank and the bank is at fault and it would take a further day and was advised by toni it would be there Wednesday and simone stated Thursday, as today is Thursday I contacted my bank again and was advised that the money is at the merchant banker and there is nothing pending I had then contacted simone at the branch to advise on this and she was awaiting the other person who was in charge of accounts who called me at 10 to advise me that in actual fact it is in their account and an investigation is logged with the bank so my question is as it is reflecting why cannot get my cash refunded I have been more than patient and dealing with arrogant management in the amanzimtoti store and still without my funds as they are investigating and today is the 5th day .