********** transactions

Good day on 2 April my daughter who is a student made a purchase from Shein.she paid via eft. She received her stock and the transaction was complete. On 20 April, fnb allowed a transaction of the same amount of R2270. Which was not authorized by my daughter. The transaction was reported immediately on the app as *****. Surprisingly the card which she had to accept as part of reporting the ********** transaction has arrived before a phone call or response from fnb ***** dept. To date there is no response from fnb regards this transaction but they have transacted their fees for a new card. Which was of no fault our hers, she did not need a new card but a reversal on the ********** transaction. Which should be looked to immediately it is reported.. Can someone at fnb please help us..