TERRIBLE SERVICE FOR ONLINE WOOLWORTHS ORDER

I placed two orders online with woolworths for food items. Funds were reserved and debited from my account. The reserved funds have not been reversed. This matter is ongoing and woolworths have been sending me back and forth to the bank. I am following queues for hours at my bank only to be told woolworths can reverse the funds. I AM TIRED OF CALLING YOU GUYS AND HOLDING ON FOR AN HOUR. Everytime i call a new agent takes the complaint and i need to explain my story 10 times! Funds were reserved on 16th and 17th November. It is costing me more money to call Woolworths on a weekly basis