Cancelled EFT Debit Card Payment not being refunde

This is now the second time this has happened. We paid something with debit card and after 8 days the Company said the money is still not showing in their account. We paid them cash and went to the bank to find out what's going on as the money has been deducted from our account. The lady said we need to cancel this transaction and the bank needs to refund us this money. After she promised it only takes 7 working days. We have received no feedback from FNB as the promised that she will keep us updated. <br> We phoned after 7 working days and spoke to the manager