Account debited and no product added to acount

on 24 December I purchased a adsl topup of 100gig, the transaction went through and no topup was added to my account. I then redid the action from my credit card account, the action completed and my account was debited. I don't mind the fact that the system caused the error but I paid double for a topup and would either like to be reimbursed or have the topup added to my account. I have tried calling them which was an epic disaster and also tried contacting them via their" Social Media Special Forces" which does not get any response what so ever.

Which someone can assist with this.