U-Haul Canada debited me twice but ignores need to refund second debit. Hamilton (for Guelph ON) Ontario

An unusual small but significant problem. Was shocked to find U-Haul having such a bad rep these days, but now know management and coordination of services are terrible. 

I ordered moving boxes online to be delivered to a nearby retail location for pick-up. I paid online.  Pick-up day, retailers told me that they have not dealt with u-haul materials for many months, and did not have my boxes.  They tried to find out how I might get my boxes, using internet and telephone, but  to no avail.

Back home, I tried that myself, and after MUCH difficulty, finally was told to contact The U-Haul Buyers Club.  There, a terrific rep named Arvina quickly vetted my case and promptly arranged for a refund so that I could re:order the boxes for delivery to my home.  And in two days, there was the refund in my credit card account!  THAT WAS A GOOD RESULT, tho' it took hours to arrange.

STAFF I spoke with were always pleasant and courteous, but terribly ill-informed and unable to help; they are audibly frustrated by this plight.

The PROBLEM:  my total online payment was debited from my credit card TWICE, but only one refund was given.  When emails to U-Haul including proof from my credit card account went unanswered, I contacted Arvina at the Buyers Club again.  She accessed online records and saw that only one of the debits shows on U-Haul files.  Yet the second one remains on my credit card account. She promised on July 31 to look into it further and to consult her superior.  It is now August 14 -- and not a word.

I am wondering if the retailer also got a payment.  Surely this is something U-Haul could have looked into.  I have spent over three hours dealing with this so far, for products I no longer want.  All I need is to have that second debit refunded!!  WHY IS THIS SO DIFFICULT?!!

Today I phoned the Buyers Club again, and AGAIN got their clever ploy to minimize clients waiting on the phonelines ... after a few rings, there's an automatic disconnect.  "Please try again later." Oh I will.  Not with much hope but with determination.

Catharine W