Payment reversal

I went to pay for my meal at the Wimpy in Greenstone Mall. I used my Awards card to make the payment but the speedpoint declined and took my money. They were persistent that I must pay again and that it will reverse. I paid again and till today the money is still missing. I asked the awards card call centre what i need to do and they sent me a statement that shows the money was taken. They also gave me a form for the manager at Wimpy to fill in because the money wont reverse otherwise. I went to the manager and spoke to him and sent him the document that needed to be filled in. I am still waiting for this to be sorted out now, I've been waiting since the 21 November for the form. The unwillingness to help is ridiculous.