I placed an order on the 16th of June and I was charged for it and the money left my bank account

I placed an order on the 16th of June and I was charged for it and the money left my bank account. A week later on the 23rd of June I was charged again the same price. They claim it was a hold on my account but my bank statement shows that I was debited twice. I raised this with them and it has been 2 weeks but my query has not been resolved and my money not returned. They are not taking this seriously as I have not been contacted with a way forward. Horrible experience after using this service from 2019