Money went off the account and still can't be traced or refunded.

Last Friday my husband swiped at his board supplier, he first tapped and was told no payment went off, he then inserted his card, after the swipe we noticed 2 payments went off, the supplier verified one had been received, called FNB and they tell us we must wait to see where other one went, its been 2 days the 1 amount has been banked yet the other still pending, yet both was done at the same time..asked the consultant who just kept saying wait and see, wait for what, absolutely appalling for money to just leave your account and not see or know where it is. You message the FB page and that person has no nterest.