Duplicate transactions that can’t be reversed

I am very disappointed with absa I logged a complaint with them on the 13th of September a week later when I called only then the consultant escalated the matter, and it was attended to. But upon them attending to it I get taken from pillar to post, they required information from the merchant and the merchant has made it very clear to them that they have received what was owed to them, however the money that is pending from my account doesn’t belong to them. Instead of absa reversing that money to my available balance they are still referring me back to the merchant and now I ask as an absa client is my money safe with them because with these transactions I can see the money is there on my current account they only have to transfer it back to my available balance but instead they are taking me from pillar to post, why??? 1st that transaction was a duplicate to begin with and they can also see it on their side. But Elliot Motsepe still says they need confirmation from the merchant, the merchant has confirmed but absa still can’t reverse. Which further steps must I take so that absa takes me seriously and after this I don’t think I can continue banking with absa because they can’t be trusted.