Money ****** from my card R22000

On 24 August, woolworths deducted R11,335.56 then also deducted R11,360.56 from my card then said their system crashed and they can't complete the order they will send a letter to my bank to reverse the transaction. It has now been a week and funds are still reserved from my card and I am being sent from pillar to post when I ask for an update. I called yesterday and was told they can't give me an update because it's with finance and that's another department. So I'm sitting here with R22000 ****** from my card and woolworths refuses to give it back.