A very very bad experience with FNB!!

I app**** for a passport for my sister on e-home affairs. I cancelled the first application and re-did it. A few days later (06 May 2024), I went to the smart ID's & passports tab for payments on my fnb internet banking. I saw two payment requests. I clicked on the first one thinking it would open and allow me to click on "pay". Instead, it disappeared without having opened any window. That seemed strange. I then clicked on the second one. It did the same thing...it disappeared on the list without any window. So then I checked my bank balance and found both payments had gone through. I immediately called my bank. Told them what had happened. I was sent a form to complete and send, I did that (6th May 2024). And was told the turnaround time would be 7 days. I called after 7 days and was told the turnaround time is 14-30 days, and I was given a wrong form to complete. I then lodged a dispute. I've been told both payments were credited to Home Affairs. I've had to keep calling and using their secure chat service to no satisfaction. All they have done is to toss me around from Tom to **** and to freaking Harry! Now on the 7th June 2024 they are saying both payments have been credited to Home Affairs where I had been on this since the 6th May 2024. I went to the Home Affairs branch and asked for advice as I could not contact their e-services support. They told me my bank is the one to talk to for payment reversals. My question with everyone that I have spoken to at fnb is: Is it my fault that I made a duplicate payment, when your system didn't even allow me to make that decision, because both payment requests disappeared on the list before I could click pay, or " yes I am sure I want to make the same payment to the same institution/ bank account within 48 hours"

Here are some of their responses over this period: Dear Valued Client

Please be advised that your query is not for Debit Card Disputes. We can only assist if you are disputing a transaction on your Debit card. Please contact our Telephone Banking Department on *** for assistance.

Regards Maxine Khan

Good day If this dispute has not been resolved to your satisfaction, kindly contact: FNB Care - *** / +***5 / *** (I did contact their number and was still not assisted to my satisfaction)

Regards Chaylan

Good day Mrs Kiswa, I was unable to reach you regrading your missing payment request. Please be advised that the payments made to the DHA were successfully credited on 06 May 2024.

DHA10027****** 600.00- 05/06 DHA10027****** 600.00- 05/06

Should you have any further account queries you may contact FNB Banking using the digital channels below: Login to your banking app click on messages and send us a secured chat message and get instant assistance. Call the Premier Banking Suite on our 24/7 number ***/ +***. I trust the above is in order.

Regards, Vuyiseka Ndlazi-Gaulekapa Premier Banker | FNB Premier | Tel: (087) 5777 000