Transaction processed twice with no refund 22 days later

On the 15th of December 2020, I bought two items at Makro. During the process, the system went down on their side after the payment went through. As a result the system did not generate an invoice. The IT guy assured me that I needed to make another payment, and the original one will be reversed. To date the transactions both reflect as a payment on my bank statement with no refund. I have since phoned 3 times requesting feedback and have none, not even a call back, each time I must make the call. I am not impressed with this behaviour from the staff at Makro Wonderboom. I had to pay twice in order to receive my product and now I cannot get my money back. This is not acceptable.