fnb *****ing my money

i called fnb on the 9th July 2015 to reverse a payment i had paid to an airline & gave the person involved my reasons for cancelling the payment. the person sent me an email with the form i was supposed to fill in & send it back to them. i did that on the same day & received an auto response saying it will take 5 working days. right now i receive an sms saying they are unable to process my dispute & that i should resubmit together with proof of payment. what proof of payment because on that form i wrote the exact amount & they have my bank statement & all transactions, so why should i send a pop when they have it on their side? this is ridiculous because now i can not pay other bills am waiting on them & when i called they said the money had not cleared from my account & today i called them & they said the money cleared. why did they not stop the money if i had called cancelling the transaction & wait for the form. am sure its now going to take me months to receive my hard earned cash. am sooo disappointed & your slogan says how can we help you. help me by giving me my money back as in yesterday.