Refund not paid

On the 29th of September at Queenstown Truworths CBD. I was charged R949.00 twice. I have not received my refund and they are saying the money has been refunded. I have shown the shop my BANK STATEMENT proving that No transection has taken place but the head office says someone has been paid which is not me.

It's been over 3 months now and still the same answer that they are waiting for the Head Office, which doesn't answer their Calls