SD Instant EFT no that INSTANT?

Booked and paid on line Agpv05c8sid. When we arrived at the station the payment was not linked and we had to pay again cash ref ***. The Lady said we have to contact client services or call centre to get refunded. Call Centre *** - no answer. Client Services *** - said i have to contact the bank and reverse the payment. Dear peter does this sound to you like ethical business operations? City to City i ask you to pleas refund the paiment we made with your INSTANT EFT system.