Truworths wont account for my online payment.

I usually pay my account every month via the online payment method which worked just fine however when i was paying on 29th October 2021 I realized that the R800 that i wanted to pay went through but it went though twice which means 2xR800 amounts were deducted from my account. the notification that i received on my email clearly showed that amount due is R800 but amount paid is R1600, there was a reference number and at the bottom it said approved. I have sent this information( attachment of the notification) to *** on 11 November 2021 and again on 21 November 2021. and i still have not received a response. the email i receive back after sending an email says that they respond after 48 hours but it has been over 2 month without any response from the first time i reached out. I dont know if this is how you treat a customer who has been loyal for over 5 years.