Double Debit

On 16 February, my wife placed a PnP ASAP order. not sure who is at fault here but she was double debited for the order.

PnP got paid Twice. bank statement shows payment came off twice. PnP confirmed they were paid twice.

They saying FNB is holding the funds and need to release it back. FNB is not offering any sort of assistance.

Why is it, the bank will only want to protect their money but when it comes to clients money, they drag their feet.

I want this resolved TODAY!.