No coustemer service

On the 6/12/2017 i tried booking tickets on a online company called gotogate everytime i tried making payment the money would come off my account and then be returned again a minuite or two later . I tried a couple of times to no avail. I then maild the company telling them of the problem and that i dident want the tickets any more. They rep**** with a mail. On the morning of the 12th dec i get a sms from Fnb stating that paymeny has been made twice to gotogate. I called a presteige banker immediately and he informed me i need to go to the bank to fill out a dispute form. I went to our local branch in Ladysmith Kzn and spoken to Charlene we filled in the forms and she informed me that it would take 5working days. On tuesday i got a sms stating that i need to submit a new form. So i went to the bank and found that The lady was on leave so i chatted to a manager Ishmail he looked into it and sent the form they requested. He called me this morning to inform me that the form is not good enough and i need to go to the booking company and get a copy of the cancelation form. This is a problem because it is a online company. I feel i pay the bank alot of money every month and this is how they handle my problem. I booked two tickets and paid for four now was supposed to fly on the 12th but i was at the bank that morning with this problem. So how safe is my money at Fnb if they cant even help getting back money that was wrongfully taken out of my account?