Paid twice- no refund16

On the 18/01/2016 I visited Sterland and booked movie tickets and popcorn combos. I paid and received an sms from my bank confirming the sale. However it did not reflect at Sterlands end. I was told by the manager that it should reverse shortly. When that did not happen she advised me to pay again and the reversal will occur at the end of the day or at latest in 48 hours when the I T department will adress it. I was also asured that the manager will personally follow it up and ensure I am refunded. With this I paid a 2nd time and the transaction was approved and i was debited again. It is now 4 days later and after calling the manager to enquire why I was not yet refunded she tells me that I did not umderstand her. IT will address the issue after 5 days. She now blames the issue solely on my lack of understanding. On follow up the manager told me the system had the wrong account number???? If I didnt call it would never have been picked up. Still awaiting my refund and an apology