Frustrating and disappointing FNB Refund Services

I've contacted FNB through App secure chat re. Refund of payment I did online. As per FNB App Chat support instructions, I did completed, attached relevant documents and signed the FNB refund form (at that point the payment was still pending).

Unfortunately, as I am checking my account balance, I saw such payment went through and transaction was done from my account despite the rationale I provided to cancel such payment (simple because purchased item was never delivered as per seller: Rain Mobile).

It's very stressful time these days and I simply felt betrayed by the FNB (the bank I used to blindly trust).

REF:***

Prof Irhuma