Mama Money is a ****. I need my refund

Mama Money must be a ****. I was on Tuesday 23 November I made a transition which I paid via on mama money through their instant EFT. The message that I received was that the transaction was unsuccessful and the money has been returned. I realize that they had debited my account. I called them and they indicated that in 20 minutes it will be resolved. They did not resolve. I had to make another transaction since this was urgent as I need to get hospital bills paid for someone at home. Alas up to today 25 November they seem not willing to refund me. I have spoken to more than 20 agencies and cant seem to get a way forward. Yesterday I requested to speak to a manager and they said they will call in 30 minutes but they never did. Such service is bad especially when you handle people's money. If a transaction does not go through why do they not automatically return the money? I was trying this App out but he is I will stick to Mukuru. This is a ****. I need my refund please. I have sent the proof of payment but nobody is even checking if the payment has reflected so that they refund me. This is bad