Highly disappointed in the service I've received from Truworths

So on 2017/08/22 I went to go make a payment on my account. Money went out of my account the same day. On 2017/08/23 they debited my account again. I went to the Bank to find out what is happening. I was told my money can not be reversed as Truworths already banked the money. I have proof on my bank statement that i was debited twice. No outstanding authorization is reflecting on my statement. I went to the store on 2017/08/24. They faxed my bank statement to the finance department. Later the day I called just to find out they never received it. I went back to the store they faxed it again. On 2017/08/25 I called again to do a follow up just to find out they never received the statement once again. I went back to the store today for it to be faxed again. Consultant called in to find out what is happening. I was told it will take 11 working days. Funny how it never took 11 days to take my money. I needed my money as in yesterday. I have debit orders that is bouncing. Running up and down to the store. Having to call after them and not the other way around. Disappointed does not even describe how I really feel. The consultant at the store really tried her best to assist me but the situation is not within her control.