Double System Payments

I have a case where on 4 occassions the system debited our business account double on payments to suppliers. This only shows on the statement but not under the recipient tab and obvioulsy has affected our cashflow. I have raised a case with FNB on 06-OCT-23 a week later have not heard from the bank. Following up now, it appears the case was not raised as was promised. I have called the ***** desk but have been on hold now for 20 minutes. Please urgently resolve.