Terrible service and undue delays

I was double charged on Sunday 12 May 2024 and I brought it to the manager’s (Ntokozo Dladla) attention at about 10:00. I have made follow-ups evey day of the week since then and each time I get the excuse “we cant anything without a report (wico-code report)”. This is poor and unacceptable service unduly dealing my reimbur*****t. Will I have to open a case with SAPS to get my refund from Wimpy Suncoast?