Double debits and Ridiculous services regarding a refund

On 24 June 2025 two debit orders (same amount) went off my account instead of one final payment for a Pick n Pay Clothing account. I queried this with the Bot on the their App and I was advised to send an email with my bank statement to *** which I did on 29 June. Seeing that there was no response I sent a followup email on 6 July and many others after that. They keep referring me to the Bot and the Bot refers me to Support. I tried calling their customer service and still no assistance. The sad part is that they have set standards about adding charges to accounts not paid on time. What about my money that they took and has been sitting with them for over a month. What makes it more ridiculous and insensitive is that nobody wants to account for this, everyone is shifting the blame and I am not getting support. I need my money back.