I have been waiting for over two months for someon...

I have been waiting for over two months for someone to respond to a claim of double charge. I provided a card. Their till ran out of tape. They told me transaction didn t go through. My credit card would not go thru a second time do they demanded a new card. I have emailed and called over and over without response - or short response advising they are looking into it... absolutely ridiculous. I have no choice but to now get visa to assist in recovering my money