Debit reversal

I phoned FNB on the 27th to reverse a transaction on my account after spending over 30 mins on the phone the lady advised me that her team leader went to a meeting but the reversal will be processed she then promised to call later to confirm that the team leader is processing the request. I then called again to follow up as I did not receive any call,I was then advised that I needed to fill in a form for this request.I explained to the lady that there is a form that was emailed to me whilst I was on the call but there was no mention of me having to sign anything I even requested that she listens to the call she the also advised that she will get the first lady I spoke to to call me as the procedure was not correct,I accepted this and proceeded to fill in the form no call was received.

The money is then refunded back into my account ,to my suprise on the 8th I get an sms to say that my refund request has been completed I should wait for payment within 24 hrs problem with this is that I did not request a refund again and the same amount went of my account on the 9th.I called again to querry with no luck