FNB Premier Banking does not care!!!

On the 30th of October I bought stuff from takelot and when I made the payment I accidentally chose my cheque account instead of my credit card account. The system asked me for my CVV number which was of course wrong for that card and the system rejected the transaction but still deducted the money off my account. Unfortunately I did not notice what I did wrong and tried it again a second time with the same result. I then saw my problem and chose the right account and the transaction went through successfully. Now after more than 3 weeks I am still waiting for my money to be refunded. I have phoned FNB Premier Banking 4 times to get it reversed and each time the consultant tells me to fill in a form that they will send to me but it never arrives. Luckily on the fourth attempt I got the form, filled it in and sent it in on the 17th November to where they said, but today ( 23rd) when I phoned them they say that they do not see any record of this although I got a mail back to confirm that they have received it. I am VERY frustrated and unhappy!! Who do I need to speak to to get this resolved?? FNB Premier Banking simply does not care!! Why pay for PREMIER service if there is NONE!?