Money back

Yest I went to the store at mall of africa for refund on the clothings I bought online. The guy who was assisting was very helpful and very friendly I can't complain but the problem is This morning I received a notification from my bank that they took R1118 in my account and this money is supposed to be refunded not debited. I tried to speak to their online store for assistance and the person who was assisting me was Gaurisha,she took long to respond until the chat decide to end itself without any feedback. I tried to log in again then I was being assisted by a different person by name of jojo. When I try to explain my story he/she's telling me that Zara will never do that. Can someone assist coz I need my money back.you guys owe me R2236 which is the money that is supposed to be refunded and the one you took yesterday. Thanks Reneilwe