Makro ghosting me after they got double payment on one order

On the 27th October Ive made an online payment thec1st ine said something went wrong and payment didn't go through then 5min later I tried again it was successfull. When I checked my bank I saw the amount was deducted 2 x on same transaction. I immediately emailed makro then a day later someone rep**** to say I must send my id.proof ect. Its been 5 days and its like Makro are ghosting me. I want my money back! Im sure if it was me owing you I would have gotten a letter from a lawyer already