Jumping through hoops to get my money back

After a debit card purchase on takealot website my account was debitted twice. No funds left in my account yet takealot have not received a single payment nevermind both. So now I'm less to payment and have nothing to show. Fnb wants me to fill out forms and scan and email. Even after I explained that I'm on maternity leave and don't have access. Why can't Fnb not just cancel payments or authorise them? Why must I fill in a form(that I cannot print) or why must I tell takealot to release fees that they have not received? Come on FNB is thus TCF?