Double debit Pedro's Promenade

On the 28th August 2023 I made an online purchase for collection at liberty promenade mall however when paying online it stated that the payment has failed . I then went it the store and advised them then they took my payment in the store a few days later I noticed that I was double debited for this purchase. I queried this at the store and they advised me there is nothing they can do cause it is an online purchase I must email them. I sent and email more than once and still I have not reply not evens an acknowledgement to state the least. I have been to the store again they told me I need to call the number on the till slip which I never have time to do as I work. I approached the branch once again and they had advised me thatbthe complaint is not laying with them, so they can not do anything it might be that the complaint is with the head office but they also do not offer to make contact with the headoffice to sort this issue, surely the brach had to get the online funds located to them already so why can I not get my money that is owed to me, this is theft as I feel now I want to open a case of theft against Pedro's promenade and I am expecting double me money back as they do not care about the fact that I need to walk after my own money