airtime not received but money deducted twice

on the 27th of October i tried to by R250 airtime, request was unsuccessful , i tried again 5 minutes later same story, an hour later R250 x2 gets deducted from my account without any airtime , i phoned telkom to inquire got told that they never received any request from fnb, phoned fnb and an incident request was logged ***Q, now more than a week later and countless phone calls still no joy, i get told that its being escalated to top management. please fix this