Fail reverse transaction

I booked an accommodation which came with free cancellation after few days I cancelled the accommodation two days after they debited my account, I went to FNB branch to reverse the transaction the consultant phoned the relevant department which deals with such. They sent me a form to fill in and sent it back with proof of cancellation. I did just that, it was on the 8th of November. They told me that it will take about 5 to 7 working days. On the 14th I went back to the branch because they didn't even update me only to find that they misplaced my documents I sent them and they now say that they can't help me because the transaction was a payment not a debit even after I showed them the cancellation e-mail that confirms it. When they check the progress of the complain they claim that I never sent any documents. I sent them again and they told me that they're going to cancel my bank card and they will order another one. Till today they haven't responded to me. I'm nof happy with the way they handled my case and let them know that. They don't want to reverse that transaction and it was my last cash I use for transport. They're just happy to charge us ridiculous bank charges but can't help us. Funny because their motho is How can we help you but they fail to help me.