Not rectifying their problem

I transaction went off twice on my smart funds and their response was I clicked the submit button twice. This is the respons I am getting from the 6th of august till now. 14.08.2019 22:22:59 | Nigel: Hello Jacques | 14.08.2019 22:24:15 | Nigel: One moment please. | 14.08.2019 22:27:48 | Nigel: Thank you for your patience with your query, on the 02/08/2019, there were two credits of R97 and two debits of R97. Just to confirm, did you make the two seperate payments or just one on that day? | 14.08.2019 22:28:35 | Jacques: It was the other payment of R567 | 14.08.2019 22:29:36 | Nigel: We will rectify this shortly for you, one moment please. | 14.08.2019 22:29:57 | : SmartSelect_***_Messages.jpg (https://livechat.pp24seven.com/getfile.php?id=fde2681bd454d20d7f0112ceb533fd57) | 14.08.2019 22:36:22 | Nigel: Thank you for all the information we are still waiting on our main vendor for the way forward we have escalate your query again with urgent attention and requested for feedback by latest tomorrow morning. | 14.08.2019 22:38:07 | Jacques: That is the feedback I am recieving every day the fault is on your side that it processed twice you played the municipality twice so can you please rectify the error as I need to purchase electricity otherwise I will not be using your services in the future! | 14.08.2019 22:40:03 | Jacques: I will escalate this on Halo Peter. | 14.08.2019 22:40:30 | Nigel: Yes I can see that your query has taken some time, I have sent communication to our senior management as well to place pressure on the situation. Our sincerest apologies for the delay. | 14.08.2019 22:41:43 | Nigel: I will also request management to give you a call tomorrow morning once resolved.