Double Billing and poor service

I booked a couple of flights on line on the 13th January 2015. Due to the fact that I was purchasing the tickets on behalf of others, I could not use my credit card so had to use the S.I.D service. The system was slow and on the last step it would not confirm a successful payment. I therefore cancelled and re-submitted. This resulted in my bank account being double billed. My first call to the call centre resulted in me waiting for at least 6 minutes, when it was answered, the person hung up on me. I then emailed, but after 2 days received no response, I therefore emailed the \*****"department who escalated the matter to Wallie Veldtsman"