Terrible online service

Woolworths has debited my account twice, on two different days for two different amounts yet I only ordered from them once. When trying to contact them to have the money, MY MONEY, put back into my account, they take days to respond, finally when they do respond they tell me that the card details I've submitted for a refund to be done is wrong, yet the guy on the phone asked gave me the last 4 digits of my card himself, I confirmed, gave him my account number everything. I sent all my details again and still nothing. When I posted this problem on their page, many people commented saying this has also happened to them and they have not been refunded for over 5 months. Woolworths is literally *****ing peoples money.