double payment without item added to order, and refund due

A few days ago I wanted to add an item to my existing order, the cost was R232, when I clicked on it to add two payments of the same value was deducted from my bank account, and no item was added. Only the one amount of R232 were reversed however the other amount of R232 still shows deducted from my bank account and yet no item was added to my existing order. Also I am sill waiting for my refund of R487, for the past week now, and has yet to be paid into my bank account. I want to open a case with our consumer protection agency.