Double Payment

I checked in at Protea hotel Wanderers on the 14 November 2015. My booking was made and confirmed by an agency. I also booked on the day and paid using my FNB card for a separate room for a friend. We checked out at separate times, she was asked to pay for the room. She enquired if the room was not paid for aa I had advised her. the front desk informed her that I only made 1 payment for myself and only reserved hers. She paid using her card. On the 16Nov when I learnt about the double payment i informed the hotel concern I was told only the 2 payments were received and no agency payment. The agency confirmed their payment when I called Protea again they told me only agency and 1 payment reflects. I then sent copies of payments from my bank and invoice copy from my friend. I was told my friends copy is not clear. I'm Dissappointed that such a big company will b sending me from pillar to post where's they are the once that mistakenly charged me twice. Why is it that they can not check their own bank statement and refund what is due to me. The details to the card they need to refund is clear and yet they have excuse not to do so. totally Dissappointed