Generally good but this one experience has put me off forever

I must start by saying that I have never had any major problems with Superbalist before. Recently, I bought some sunglasses, and the payment stalled 3 times, but it didn't go through on their side (ie. I had no purchase confirmation). However, my account was debited all 3 times. I used a different payment method and it worked and I got my sunglasses with no problem (as is normal). When I asked them to return the incorrect payments, they said that they had already sent a system reversal and that my bank would refund me after 7-10 working days. This did not happen. My bank told me that the money had gone through and that Superbalist needed to refund me. Superbalist asked for proof of payment which I submitted twice. I was bounced from person to person on their help desk and in the end, they just seemed to start ignoring me, despite multiple emails from me asking for updates. This went on for over a month. My bank has now sent me a dispute form so I can get my money back. This process can take up to 45 days. Absolutely disgraceful customer service from Superbalist. Imagine withholding over R7,000 for 2.5 months! I have never had any major problems with them before so I'm not saying don't use them, but I would advise anyone to be very careful when using your credit card on their site, especially if it doesn't go through the first time. They clearly have a faulty internal system and their customer service has been abysmal on this occasion. Their unwillingness or inability to help me get to the bottom of this has actually been shocking.