Intercape refusing to refund me

I made a booking for my partner on the 30th of July online using my phone, network gave me problems but eventually the ticket was booked. When my partner got to the station he was told he had double booked, when I checked my bank App two transactions went through. I understand it was my fault which was an honest mistake on my part, but the run around I have been given by Intercape people is really unprofessional. I sent them an email with proof of payment and both tickets, ibwas then given a reference to take to Shoprite for a refund. When i got there I was told the reference is invalid. I wasted my time going there and made a fool of, the way they handle complaints is really unsatisfactory. I am still waiting for their accounts department to get back at me. I am not happy at all.