Not happy with the service

I made I purchase at Makro on the 17/10/2024 where I used a scan to pay they made me pay twice for the same thing and said the other money will reverse which has not happened, I raised this with them and they have advised that it's escalated to head office which I still have not heard anything from them I traveled twice to the store and they still couldn't help my bank confirmed that the money is in Makros account. Can a simple refund be so complicated it's now the 22/10/2024 I still have not heard from them terrible service.