Double billing

I have been sending emails since November 2015 and the issue is still not resolved. One transaction went twice on my account when I made a purchase at shoprite and I shoprite adviced me to contact fnb and I did that and it took them three week to respond to my email and when they respond after three weeks their response is still useless. <br> Amount was deducted twice on my account and I have been requesting for one to be reversed but some useless person tells me that the second transaction was reversed but it decreased my balance instead of increasing it. I requested for the statement showing that the amount has been reversed as it should show on the statement. Can someone who got the brains at fnb contact me.