Total duplicate charge not solved after a week.

Total energies oranjesig machine declined my petrol payment but the money went off. they forced me to pay again and my money was never reversed. The manager told me to go to Capitec branch but capitec sent me back to get authorizatiin letter. Now Total oranjesig is asking for my id? . Its been more than a week and my money that they took is still pending. Total enegies are very bad at solving problems they cause.