Poor customer service

On Friday, 7 November, I purchased a pair of shoes at Shoe City Tygervalley and paid using my bank card. The transaction prompted a confirmation code, which was unusual. My wife also attempted to tap her card, but her payment was similarly declined. We eventually paid cash for the shoes; however, later that day we noticed that both our bank accounts had been debited for the attempted card payments.

When I first called the store, I was placed on hold for over five minutes while waiting for the manager. I was then informed that the manager was busy and would return my call, but no one contacted me. On Saturday, we called again and spoke to the manager, Tobisa, who acknowledged the concern and advised that she would provide feedback on Monday, 1 December. Unfortunately, we did not receive any follow-up call. I do acknowledge that this error could be as result of the banks, however as a store manager we expect a more professional and prompt response in attempt to address this concern. How many other people have experienced the same, without acknowledging that their accounts have been debited, likely more than once for the same purchase?