Refund from Mr Price

I made a purchase at Mr Price on 3/12/2019 with my card for the amount of R740.00. My bank sent me a confirmation that I paid, but according to them, nothing showed on their side and I had to pay again and bring a bank statement the following day (showing my double payment) to receive my refund. I did that and the manager phoned the finance department to confirm my double payment. After that she couldn't get hold of the person who must authorize my refund. She told me that it will take time because we do not deal with the same bank - today the excuse was the load shedding. I've been phoning their customer care line since last Friday, without any success. Everyday I am told that the district manager will phone me before the end of the day.....I haven't received any phone call yet. Totally unacceptable.