Stinking service

On the 5th of July me and my younger sister went to footgear in Wynberg to by my kids sneakers. I bought two pers of beakers using my card. The lady who was helping me swapt my card three time before it could approve. Then on the 8th of July got an SMS notification that money out,it was the same amount I used to buy the sneakers. On that same day went to foodgear to how? As I last came there on the 5th. They told to come with a bank a bank statement of which I did. They then told me they will do a follow up. I called them after a day still no progress I have been going back and forth,I have been told different stories about what really happened and why they can't refund me money because I really need it. So on the 20th of July went there again they told me to get another bank statement I did it still shows that the money came out twice. So am really fed up with this I just want them to refund me my money.