Feedback on payment from Snatcher

The ordering was excellent, but payment went off twice as the first time it did not go to the next step then I saw my bank account and it was paid twice. I have already received my order but no refund on the double payment on Monday it will be 2 weeks. How long does it take them to investigate check your bank statement go to the data and you will see the same amount twice also orders and payments will not tie up for the day you will be over. I have to keep on asking them and lack of feedback is not acceptable