Frustrated by FNB

On the 24th of April I was double deducted by Metropolitan. I then called FNB last week on Tuesday trying to reverse this debit order, I was told I can only reverse via the FNB app. I did reverse via the app as they told me. On Thursday I then made a follow up, I called FNB and I was told they are busy with it I must wait. For how long? For 48 hours. Today it is Sunday and I'm still waiting, my kids are hungry and I don't have gas to go to work, FNB is busy with a simple reversal?? FNB why do you have to complicate a very simple thing? Next thing you'll tell me is " we can no longer reverse this debit due to time frame" It's either someone is not doing their job or FNB does not take my request seriously and I'm so frustrated by this. I called their complaints department and they told me that I must call customer support, customer support says I must call FNB app support, FNB app support says I must wait. I'm tired of this running around and it is costing me airtime unnecessary.