Double deduction followed by rude service

Last week Wednesday I tried to purchase a gold card from the machine at the Hatfield Gautrain station. The money was deducted from my account but no gold card was issued. When I tried to query the issue I was told that it would be refunded within 24 hours. I have previously had a similar experience and asked for confirmation in writing to which the lady behind the counter said she would not give me written confirmation and she is busy so i should contact the head office. It is now a week later, I have received no refund and no response from the call center.