Bus booking refund

On the 13th of November 2015, l booked a citiline bus online for my sister and her daughter travelling from Louis Trichardt, S.A to Harare, Zimbabwe. I used my nedbank credit card, unfortunately it debited R 691.25 <br> twice. The ticket reference number came out as 3EWL7VK. I reported thisbso as to get a refund and at first l spoke to Princess, to whom l emailed my bank statement and my online ticket and reference number. After seeing that my efforts were unfruitful l called citiliner and l spoke to Mpho Mabote who promised that my matter is being attended to. My question is, when am l going to get refund or am l going to just continue calling and wasting airtime?