Card transaction REFUND

FNB made me fill forms to dispute a transaction on my account. The card machine said payment declined however the money was deducted from my account. The establishment said they never received the money and FNB made me fill forms and promised to respond/refund me within 5 business days. I am now sitting on 9 days and havent received a response or my money back. Everytime I call they tell me theyll escalate the matter. The matter was long deducted before this year's easter wekend. REF: ***