Duplicate Payment was made at Ster Kinekor in Baywest they don't want to refund me

I went to Ster Kinekor in Baywest Cinema.They made a duplicate payment they said it's gonna bounce back I waited the whole weekend it didn't.I went to my Capitec bank they said I must go and ask for a refund at the Cinema.I went there but they didn't refund me till today.