HOW CANT WE HELP

I must really say for being a client in well standing at FNB for the past 7 years, the last 6 months their service is frustrating and unacceptable. Payment made to a wrong wesbank account a month ago, after numerous requests the payment was transferred to the correct account. The excess amount must be paid back to my current account. Again after numerous calls and emails, no action from Wesbank. 30 October a duplicate was made to a hardware. One QR scan and one eft, both transactions went off from my account. The merchant only confirmed the eft received. Next day I went back to the merchant, and we went through his speed point slips from the previous day, there was no transaction record for the QR payment. Again after numerous calls and emails, no action to date. This is really not the FNB I'm used to.