Lack of service

I purchased a product from Merchant on the 31st of May 2024, the transaction went through on the FNB app, but was declined , i paid with another card and this time the transaction was successful with the merchant. Checking my balance on the App I noticed the first payment of R 2632 went through my account and the 2nd purchase through my other bank account. I lodged a dispute with the ***** department to reverse the 1st transaction.

I received 1 email from the department to submit my communication from the merchant and never received a response. I have submitted follow-up emails to the department with more proof that the funds was reversed by the merchant the same evening 31 May 2024. This was also submitted to FNB.

I have contacted FNB , raised a complaint on Monday which I still haven't received a response except for a phone call 13 June 2024 to say it will take up to first 7 -14 days then 30 days to credit my account.

If the merchant reversed the funds the same night why must I struggle to have my account credited.

I'm not happy with the service I'm currently receiving from FNB never in 20 Years with the bank have I experienced this type of service.