Double debit orders still not sorted

This breaks my heart. I have been with FNB since BOB accounts in the 90s, and all the years i have always stood up for the bank. For what, after reading all these reviews esp the last month. Something has broken in your system and customer care. My husbands account was double debited. 20 days, pillar to post. Empty promises "end of business". Cool story bro. So tell me, when we miss a cc payment, we get called the next day demanding a payment, no worries, but where is that energy in reverse?