Incompetence and Unprofessionalism

I requested a debit order reversal on 22 November 2019 following a miscommunication that resulted in my account being debited by two insurance companies at the same time. The consultant sent me a debit order dispute form to fill in and send it back since it was a responsibility for another department, which I did, copying two officials (Mandisa Viteka and Justine Losper). I was told the turnaround time was 48 hours. I never received any acknowledgement that my request was received let alone attend to, except an automated response from one of the officials (Mandisa) saying she's on leave and therefore referring me to another official (Debbie da Silva) . I then forwarded the email to Debbie, still with no response. On the 26th November I decided to make a telephonic follow up, and I was told an email would be sent to Justine. On the 27th, still no response. So I called again, and the consultant told me that I have to request for a refund from the company which debited my account since FNB cannot reverse the amount claiming that the debit is blocked. This is something I'm only hearing 5 days later! After contacting the company that had debited my account I was told there was no such thing that the debit was blocked. I actually never realized that there was such incompetence and unprofessionalism at FNB.