Support Staff and duplicate billings

Hi recently linked my account on the 'family profile' so that my sister could use my account for her Uber trips. She then took a trip on her profile and was charged for it. She later returned and used my 'profile' and I was charged twice for it. Both R166 and R178 for one trip. This amount is not reserved but actually deducted off my account. I have now been corresponding on the App with the support staff who don't even bother to read the messages properly. They keep saying I have taken two trips but there is only one. How can I have taken two trips at the exact same time to the exact same location. They then acknowledge that I was billed incorrectly in one of the messages and said the problem was solved. When I asked them what that meant someone else responded and said it is my banks issue now. The money has incorrectly come off my account and I do not understand why it is so difficult for them to see that have been billed incorrectly. This has now been almost a week of back and forth over messages and still there is no resolution. I have sent pictures of fares coming off my account as well as my profile which only shows one trip and the messages from the bank for the times of the tirps and still no one understands this simple issue. I would like a refund and I am not getting this. It is completely unacceptable that something this simple to rectify can not be sorted out and that the query is always resolved on your side but never actually resolved. I have used uber multiple times and this is now ridiculous to the point that I would rather use another service like Taxify or a Take me home service as I have never had issues with them.