No feedback and poor service handling of duplicate transaction

I was at a restaurant on Christmas day with my family and friends and when I used my card to pay, the money went out of my account but they told me the transaction was declined and I had to swipe a second time which I did and I was hoping the first transaction would be reversed shortly which unfortunately did not happen. I went back to that restaurant 2 days later and they told me they will check their account the following day and if they see the money was reflecting they will pay me back but in any case they will keep me updated. The following day the manager called me back and said they had verified the transaction and everything checks put with no duplicate transaction on their side. At this point I called FNB on December 29th 2022 and got assisted by an agent who guided me to go through the steps of launching a ***** through FNB app and the issue will be resolved in 10days max. I did not get any feedback from the bank and around January 24th 2023 since I could not reach my private banker on the phone I went straight to the nearest branch to enquire and they told me they could see I was being assisted on the matter but they could not understand why nothing was done on this. So they said someone will call me to brief me which eventually it happened as I received a call shortly after leaving the branch and the agent told me she could not see a ***** being logged on the system and said she will do it instead of me doing it to make sure everything is going fine now. She apparently launchedA ***** case on my card for duplicate transaction and said I should get a feedback from the bank within 5 days. Up to now nothing is done and what is really ****ing me off is the fact that the bank is not reporting back to me on the evolution of this and I have to always go back to them. This is a poor service and I can't get hold of my private banker even if I leave message of calling me back when I hit onto their voicemail.