Bad service and incompetence to customers

On the 29 November 2024 the so called Makro credit card had some technical issues, I swayed my card for the 1st time and it indicated declined, then I was requested to swipe again for the 2nd time and the till slip did not go out. I was then sent to the credit card department a lady by the name of Baryl informed me that I should wait for 30min there’s an issue with the system. Few minutes later I was told to go swipe again and I did. I was charged twice for the same items and when I asked why they said my money will be reversed back into my account in an hours time until today I haven’t received my money back. I was also surprised to learn that this credit card is not a Makro credit card but an RCL credit card today the 1st December I called the call centre and I was informed that the money will be reversed back on Tuesday. I’m wondering why the lady misinformed all customers that experienced this on Friday since there were more than 10 customers who experienced this. Bad service indeed