Duplicate transaction

I am so disappointed with the service received from pick n Pay express Elgin mall. On the 22nd November I made a purchase early in the morning 06:00 . When I got home I noticed my transaction was duplicated. I went back the later on the day to report this matter and the manager informed me I needed to wait 24hrs the funds will be automatically reversed. I decided to wait the 24hrs and went back the following day only to be informed to wait 48hrs of which again I did. 10 days later I went back there to be informed that these kind of things happen all the time I just need to bring my bank statement they will send it to their head office in Cape Town. I told him I am not going to print my statement as it will be more expensive he must give me the Cape Town head office email and contact details. To my surprise he handed me a peace of paper with their email address. I am wondering why did I have to go through so much trouble driving there with my own petrol following up when he could have just given me this information from the get go. 10 days later I still don't have my refund and I am so disgusted with their service.