Payment deducted twice - struggling to get my money back.

I purchased Christmas gifts for my Grandsons online and paid with my card. The following day I saw that two amounts were deducted. The one was R4705.00 and another R4798.00. I phoned customer care on the Monday after struggling to get through 3 times. They said they would look into t and call me back. They did not. so I sent an email, they rep**** to that saying they only have the lesser amount on their system. I told them that someone reversed my order and then used my loyalty points, hence the difference. On line it shows that my loyalty points were used. I had to send my bank statement to prove this. I told them I want to know how someone was able to put two payments through without my permission. I cant get hold of Customer Care as the main line is not answered most of the time and when I did eventually get through, I waited for ages as their phones were busy just to be cutoff after my long wait. I have reported this as ***** at my bank now. It is a big amount and especially at this time of the year. Their customer service and attitude stinks.