Duplicate payment not refunded and customer service not helpfull instead having personal conversations in the background instead of answering. The phone was picked up and just left unattended and continued personal conversation

On the 1st April 2026 my mom made a purchase at Woolworths Carnival mall. The transaction went off on my mom's account, but thry said the machine jammed and it does not show on their side. My mom swiped again. They said the duplicate transaction will reverse within 48 hours. Today is the 7th and no refund was received. I contacted the Customer Help Line selected option 5 and 2 but the person that picked up the call is having a conversation in the bank ground with colleagues without attending to me and than dropped the call when I asked them to answer as I can hear them having personal conversations in the background instead of attending to a customer.