Bad Customer Service!!

I went to SBSA @Golden Walk branch after I made 2 payments at a Shell Service station and they did not go through and the money was debited on my account. I was told I need to go back to the filling station to ask them when will they do their banking,Imagine!! The guy that works there said he didn't know and I had to drive back again to GoldenWalk and then they said they made a mistake, I shouldn't have gone there,so they just wasted my time and petrol for nothing!!! Then I am told I have to wait till 19-02-2026 for a refund....upto today there has been no communication, updates, refund,nothing! I guess I am expected to drive back to SBSA Golden Walk again to get an update! This service is unacceptable from SBSA and this was such an inconvenience. I need this to be finalised and get my refunds back!