Card charged twice - no customer service

On the 18th of February I was double charged for a transaction on my credit card. I only saw this when I got home. The financial services team directed me to the customer service team who has failed to respond despite follow-ups.

This comes after another unresolved issue with an order that was placed in 6 November 2017.

I find it unacceptable that no one is willing to assist me with a mistake that was made on their side. It's been almost a month and still no refund.