Ashamed to call them my bank

On 16 June 2021 my girlfriend purchased something online. On 23 July 2021 she noticed that her account had been doubled deducted. On 23 July 2021 she went to the Vredenburg FNB branch and the consultant made her fill out a form and told her the money would be back in her account the following week. On 30 July 2021 the money was still not in her account and she called FNB. They passed her call around numerously between Online Services and Easy Account back and forth for 15 minutes before telling her to go to the branch and fill in the forms again. She decided to go to the Saldanha FNB branch this time because maybe they could do a better job, but they made her cancel her card, wanted her to pay R120 for a new card and blamed her for the problem. They also said it would the money would be reversed in 14 days. She has debit orders that she needs to pay by the end of the month, but the money still has not been reversed and her card was cancelled. Really pathetic service from FNB, I am also thinking about cancelling all my accounts with them.