Money pending authorisation.

I did a cashback on Friday 26 October and the debit of the withdrawal went through and then on the 30th there was a debit of the same amount of money again. I sent an email to enquire i was given a reference number to send documentation which i couldn't due to no access to a pc. I went to the branch on Monday I was told the money will reverse I just have to wait. Wednesdays I went again to the branch I was told to fill in a dispute form. Today I called the call centre to follow up as the 24hr period has passed. The consultant said there was no documentation from the branch. Now I'm being told to wait for 10days. All I want is my money back please. I cannot wait that long for the reversal of the money .