Duplicate charge

I have been double charged. First I was advised to use the virtual assistant. The virtual assistant advised me to speak with an agent. That agent said they could not help because it’s the prepaid “Now” service. Then they said to expect a call from another agent within 30 minutes who could help. That agent called and said they could not help because the duplicate charge does not show on their end and that I would have to wait up to 24 hours for an email or call from a higher up who could help me. Now my issue is, I’m on a fixed income and this double charge has caused me an overdraft me. The time and frustration this has caused is overwhelming. Not only that but my account is in the negative and I have to wait and hope that the next agent can ACTUALLY be helpful and resolve this issue. I feel I have been given the runaround. This is very disappointing. Should I dispute with my bank to get the issue resolved quicker?