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Duplicate Transaction

I often shop at Lotte Mart and pretty much always use my HD bank debit card to pay (the SMS message after each transaction is a great feature). Never had a problem, except on 16 March. The system was slow, the till staff swiped too many times, and I was charged twice.

I reported it to Lotte Customer Services, who filled a form designed especially for this, then told me it will take up to 45 days to process by their bank.

Soon afterwards (on 20 March) I received an email with signed letter from VietinBank (who must be Lotte mart's bank) saying 'We are committed to repay the amount of transactions for the customer in case your transaction duplicated from 02 times or more due to system error, but also was credited to our bank account'.

That was the last I heard from VietinBank. So I spoke to my bank, and they confirmed that it will be dealt with as soon as possible.
The 45 days was up on 30 April, but I still haven't received the refund.

I spoke to Lotte mart again two weeks ago. They said it's taking long as it's two different banks and assured me they will chase it up. No refund and not a word since then.

Has anyone experienced similar? Did you have the same friction?

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