Credit card double charge

On 2 April I booked tickets online for a movie at Cavendish Sqaure, Ster Kinekor and they processed the payment twice to my credit card. I only realised this once I received my statement and immediately emailed the call centre. My first email is dated 22 April. Their first request was my credit card details including the CVV number, and I reluctantly provided these details - ***** being my biggest concerned. I still can't understand why they need a CVV number to process a reversal! The second request was a copy of my ID. I refused to supply this details. Why do they need my ID number for a payment reversal? A question the *********** call centre agent could not answer. Instead she promised me a senior team member would call me to explain. To date no one has called. I've suggested that I go to one of the cinemas instead and have them process the reversal there when I'm present. This too they not willing to do. A month later and this issue is not resolved. This is their error and they should be doing everything they can to rectify the situation. CAN MY REVERSAL BE PROCESSED ASAP!!!!