Bad Service at FNB

On the 25th of March 2015, I requested a payment reversal on my account. I filled out the necessary forms and on the 30th I received an sms stating that the money is now available in my account. I was pleased and happy at the promptness and efficiency of this institution. This was unfortunately short lived as on the 3rd of April I received a notification that the same amount had now been debited from my account. This was on a public holiday and I could not do anything about it. On the 4th I called their contact centre and was 1st placed on hold for 10 minutes till the call cut off. I called again and this time I was told that to resolve this issue I had to fill another reversal form, this despite the fact that I gave them all reference numbers for the first reversal & I was nowhere near a branch. To make matters worse they themselves can't explain how this happened or if theres another quicker way to resolve this matter. It's a big amount and I needed it for the long weekend. I am very appalled at the service I received from FNB and would unlikely recommend it to any one else.