Poor customer service

The I purchased a few items on Monday, 16th Sept. The purchase amount went off on my bank account and not at the store, apparently claimed by the salesperson that assisted me. He told me that the money will reverse in a couple of hours, and that I needed to pay again in order to take the items with me. I calmly said no problem, thinking that the first transaction will be reversed. He called back the same day and asked if the money was reversed and I said no. He said the store will contact the bank and sort it out. I told him to keep me informed and updated and that was the last of the communication. I called back the next day and no one could assist me, the manager was off, the guy that initially assisted me was on leave and that I should take it up with my bank. I called the bank on the Wednesday, 18th Sept and they advised me that it needs to be sorted and resolved at store level. I then got in touch with the store manager who advised that she will get back to me but never did, until I eventually went back to the store the following day to find out why my query isn’t resolved and why the money wasn’t reversed as it’s already been 4 days later. She then had to get hold of HR after I sent her the proof (statement) that reflects both transactions indeed went through to H&M and that HR needed to sort it out. I left in a hurry as I needed to get home and was told that she would get in touch with me after she’s received information and a resolution, which never happened. I’m so annoyed and frustrated at the fact that there’s absolutely no communication or updates from their side to let me know what’s happening with my refund, since when is it the customers duty to keep calling and checking on the progress when it was the store that’s at fault. This here is the entity of poor customer service and this needs to be dealt with accordingly because first of all it’s an inconvenience on my part having to go back and fourth to get any information, which was completely out of my way might I add as I don’t stay close by, and the time I spent waiting at the store was just a complete waste of my time. This experience has really just been so disappointing, to think that I’ve been such a loyal customer for a long time mostly purchasing at this company has very much left a bitter taste in my mouth when it comes to customer service. Terribly dissatisfied to say the least. To date I’ve still not been contacted regarding this ongoing dispute.