FNB "how can we NOT help you"

I had a purchase that was done with my FNB debit card on the 12th of August that declined, but the funds still went off but told it would be refunded in a few days. I then proceeded to make the payment with my Credit card, as I was not going to wait around. I then on the 19th of August went to the shop to inquire why my funds had not returned, and they showed me the funds were reversed.

I then went to an FNB branch where they indicated I need to dispute the transaction on the FNB app which I did and got a reference ***. I have consequently on their useless chat app spoken to numerous agents and have had no contact from FNB on the matter whatsoever. 30 September was the last day of their 7 to 30 Working day debacle they keep telling me with no email or telephonic communication.

I then on the 8th of October spoke to an agent that said the system indicated they are waiting for evidence that I had made the payment through another card which I then sent REF:*** (Note that there had been no communication that they needed this).

After getting an automated mail I received no further information yet again. After chatting with them again today, I was told my case will be resolved 7 to 30 working days.

How is this even possible, this was logged 19 August, with zero contact from FNB's side at all.

I just want my funds reversed that is due to me.