Bad Customer service

PEP Store in Brakpan Central does not know what means customer care at all. They took money from my card twice, when I show them they said it will be reverse same day. It never happen. Went back and ask them what went wrong. Then they say I need to wait 3 days. Waited 5 days and went back to them. They reply that they can see it went off twice. Now they need bank statements, gave them one and o no sir we want another one. I have to drive up and down to get bank statements. They dont even have a email adress so I can mail it to them. What type of business doesnt have a emails adress. Bad service from them. Now it cost me more than what they need to give back to me.