FNB refund my money

I made a transaction at Clicks Dainfern in Fourways but on the speed point it reflected that transaction was declined. The money was then deducted from my account thus I am requested a refund and sent the required document after staying on a fone call for more than 20minutes being directed to different departments. I have even emailed to debitcardsdispute@fnb but they do not respond its more than a month. I keep on following up with no avail, these guys only respond when you report on Hello Peter, its actually unprofessional.