Ewallet duplicate

Ewallet transfer duplicated and reversed back once. However, FNB is adament that is was reversed twice. The recipient went into the bank and was advised that the money was reversed. That is not true!!! I called in on Sunday and was advised the same, until I had to persist for the Ewallet consultant to check my account to show her that what she is saying is incorrect. After all of this I was advised that I will receive feedback within 48hrs. The time is up and no feedback received, yet the transaction happened on 23 September