Duplicate transaction refund wanted

Below is the initial email sent of incident with no assist to date "On the 1st of July I purchased a ticket for cinema three seat number F10 at east gate with the help of Sibusiso There was a system error where my card approved but my movie ticket option for WhatsApp ticket was not appearing. Sibusiso suggested we try again and the second transaction was approved as well. I made it known that two transactions went off my statement and I was then lead to Mandy and she suggested I send this attachment for a refund. I used my credit card to make this payment and I was told it would reverse back but subsequently has not. Mandy’s refund screen did not have to purchases on the night hence I was advised to wait it out but I can confirm that on my statement it does reflect to deductions for one ticket. Kindly assist with a refund or a voucher for my next visit, thank you. Note: Please find attached movie ticket and statement screenshot for two successful deductions of 149."

I send an email to email to info@sterkinekor on 03/07/2025 and mailed my proof of banking but no response to date. I just received a ref SK***

I then called the call center twice on *** and waited on the phone to 5minutes in for an operator to say "thank you goodbye"

When does Sterkinekor think will best suit us to action this since we're on their time?

I am appalled at the service. Mbali directed me accordingly because she could not assist me with a refund but this option is no better.