Should be called Chaos Online

I have always enjoyed shopping at Mr Price stores, but the online experience is quite the opposite. I tried to place an order but having filled in all details including my c card the site gave me a message' unable to process order'. Thinking it was a glitch, I tried again and received the same answer. This occurred on 6th Dec. so on the 7th I went to the store and purchased an item that suited my needs. This was delivered on the 8th. On the 9th I received a message asking when I wanted my order delivered to which I rep**** it had been and anything else should be returned to sender. After checking my statement I discovered that my card had been debited not once but twice for this online order which, when I phoned they could not find on the system. Eventually after many calls and holding on for hours they told me one amount of R6500 had been received. When I phoned my bank , they told me that two amounts of R6500 had been taken. To my horror I was again phoned on the 14th asking when I wanted this order delivered, again I explained it was an error and it should be returned to sender. Subsequent emails to customer services asking that the matter be resolved have been rudely ignored. My bank in undertaking an investigation. Is it possible for someone with authority to sort this out - the public is not allowed to speak to the accounts dept. or a manager, which it iniquitous. I would like my R12700.00 credited to my account at once. Thank you.