Cancelled booking debited

I had a bad experience with fnb staff and their call centre. I layed a complaint in October about ewallet money i sent to a friend and it was withdrawn without my friend's knowledge, he went to the bank to complain they told him that i as an account holder needs to come in and complain which i did still today no response. When i layed a complain they told me i should open a ***** case with them amd the police, i did with them the police refuse to open a case without the help or documents from fnb showing that the money was indeed withdrawn at the certain locatikn and time. Fnb refuse give us this information. Again, my wife made an accommodation booking which she cancel but was debited afterwards, the booking came with free cancellation. We complained to fnb to reverse the transaction they requested documents and proof that the booking was canceled, we did gave them. Now they say they can't help us because the transaction is not a debit but a payment.