On the 25th of April I was charged for a cancelled order

On the 25th of April I was charged for a cancelled order. Sinvce then I have been reporting this via the app and I was advised the it will take 3-10 days for the charge to reverse. It has been well over 3-10 business days and the consultant I have been speaking to Ssajja11, has been less than helpful, instead of actually responding to my questions I have been receiving repeat generic responses. To add insult to injury, I was told that I need to go to the branch to rectify this, I need to take time out of my day to fix a problem which I did not create! Furthermore, I did explain that I was using my timebank a/c and they don't have any branches!!!! I asked for the complaints process and I am still being ignored!!!! The last time something like this happened all I had to do was submit my bank statement to show that the charge went through, why can I do the same now? Absolutely shocking!