Duplicate payment

I would like to get assistance with an investigation, I made an online purchase on the 16/11/2024 and it seemed to have paid twice for a single order. I laid a complaint with the store that I bought from but they say they don't see any duplicate payments. Its confusing because my balance shows that it took 2 payments,even the statement attest. What can I do? The tymebank helpline is always out of service.