Money deducted twice and not refunded

I booked accommodation with Safari.Now. Com for the first time ever on the 22 November. I normally use Lekkeslaap and have never had these issues. On the 24th November I wanted to pay the balance by card. The system kept on giving me an error and i was under the impression that the payment was done completed. I then went in and paid by EFT. After paying by EFT I then discovered that the card transaction had gone off my account. The extra payment was deducted from my account today and when I called them they asked me to send an email with the details and attach proof of payment and bank statements which I did. After a full day with no response I then contacted them to query receipt of my email and the call centre agent acknowledged receipt of my email, they received my email with proof on my bank statement of the two deduction plus proof of the EFT payment but they cannot find the extra payment of R990 that has now been taken off my account. The call centre agent must now go to query this with the finance department before they can do a refund. It is quite clear on my bank statement that two debits of R990 have been deducted and have been paid and cleared in Safari.com bank account but they are still reluctant to pay me my money back. I will never use this establishment again. As a single mom I do not have an extra R1000 just to waste. This weekend away is a special occasion and I did not expect to haveto pay out an extra R1000 for nothing. I want a refund on this money ASAP.