Bus booking refund

On the 13th of November 2015, l booked a Citiliner bus ticket online for my sister and her daughter who were to travel from Louis Trichardt, S.A to Harare, Zimbabwe. I used my Nedbank credit card but unfortunately it debited an amount of R 691.25 twice. My online ticket reference number was 3EWL7VK. The moment l found out about this, l called Citiliner and talked to Princess who requested for my bank statement, which l emailed to her. After seeing that my effort were unfruitful, l called and l was assisted by Mpho Mabote who assured me that my matter is being resolved. My question is, when will l get my refund or am l going to continue wasting more money on airtime calling in vain?