Customer service

I have been waiting for a refund since 26 November 208 after the New Balance online store didn't process the payment correctly the first time I paid that I then paid again. As soon as I noticed that the amount went off twice I called the customer service line and made them aware of this. I then followed up with an email so that I could get a ticket number for the query to be resolved. The agent asked me to send proof that the money was taken off twice. I sent a screenshot of my banking application showing this. She said that the accounting department would need to investigate and track the payments. On 27 December I had still not received any feedback and contacted them yet again and was asked to provide a bank statement showing the transaction. WHY NOT STATE THAT I NEEDED TO GET A BANK STATEMENT AFTER YOU ADVISED THAT THE ACCOUNTANTS WERE GOING TO INVESTIGATE! Fast forward to 4 January 2019. Yet again I contacted the customer service centre to find out where the process is and what is being done. I asked to speak to a manager who then called me back. The manager now advised that I should send a copy of the e-statement my bank sends me monthly (so that I didn't go to the bank). I emailed it and she held on the telephone line until she picked it up in their inbox herself. The amount due to me isn't thousands but it is rightly my money that I could have used on other expenses. The manager still has not followed up and I still don't have my R899.00 in my bank account.