FNB

So I went to do some Christmas shopping on Friday 18 December at Checkers Cresta Mall and after swiping my FNB Cheque card at the pay point the transaction declined and I had to swipe again for the transaction, the money as reserved twice by according to my FNB bank balance. and usually when this happens the bank clears my money bank into my account almost immediately. I went into the FNB Branch at Cresta signed a form that debit card dispute form and provided a receipt of the transaction and then as emailed a reference number ***. I was very disappointed when i called the call center today to find out the progress of my dispute, when i was informed i cannot follow up on this query as they cannot see anything on the system. and i need to fill out another form and start the process from scratch. NOW I dont know how the \system"works and this SHOULD NEVER be the customers problem anyway. All I need to know is WHAT IS THE PROGRESS ON MY EXISTING DISPUTE???! I have ALWAYS had great service from FNB and do not wish for this incident to change my view of the bank"""