Reversal of payment

Ive been having a problem with mr price customer care with regard to reversal of payment that went off twice from my bank account I received sms last week with reference for quiry logged bt since then no one has gotten back to me.I called mr price customer twice now this morning as I explained to agent she took my I.d number and name then call disconnected she didnt even call back.I immediately called back then line was so bad I coudnt even hear the next consultant name and then call went dead.I tried agen and line was dead.I very upset I just need assistance please. I even emailed I bank statement and I.d last week.