Makro ( Nelspruit ) and Head Office not refunding double card payment

The cashier swiped my card and the transaction went through but was declined on her handheld device. Then she swiped again and the amount went off a second time. The store told me only Head Office can do refunds..... Which I find hard to believe as other Massmart stores do immediate cash refunds. Head Office responded requesting my : Copy of my ID, Bothe the transaction numbers, a Bank statement and Proof of bank account. That was a week ago. Still, NO REFUND! Trying to call them is a total waste of time and money. Everybody that answers just transfer you to the "right" person until finally someone just put the phone down in your ear. Not even the store MANAGER was prepared to talk to me and referred me to another "right" person which was just as useless as all the "right" people...