Double payment for bus ticket

On Satyrday 16 November 2024 at 00.16 I booked a ticket online from.tzaneen to midrand, the money was taken off of my account however I never received my ticket...I then had to pay cash when I got to the bus. I called the offices and was told the payment had been canceled, I called my bank and they verified that the payment went through. I've called the toll free number for 2 days and have been on hold for over 40minutes. I have also send an email to them yet no response has been given.