I want my Money back.

How to get help? My card was swiped at Sasol for Fuel now the transaction went off twice on my account this was on the 07/01/2022. But declined on Sasol side. Not very helpful staff at Sasol. They do not phone you back with feedback as they promises. Now the bank requires a letter from them that states the transaction only went through once with them and declined the second time so the bank can refund me. But they refuse to help. I cant wait any longer to get my money back.

Is this how you treat customers by not helping them get their money back???