Money not refunded

I tried to make a payment and it gave me an error stating not successfull so I tried again and the same error came up. I checked my banking app and both payments went out yet rhey said it never. I have now paid double and have been trying to get my money refunded ded but have been getting 10 0000 different excuses. It was Webafrica portal that gave the error not my banking app and now I need the money back but they keep saying this is down that is down finance department hasn't not got back to me again