No service

On the 25 of August 2017 I bought meat from a butcher in Newcastle. The debit card machine declined my card although I had money in my account. My husband continued to pay with hus card which was also declined the first time but went through the second. Then I received an sms that the amount for the meat went of from my account and twice from my husbands. I went into my internet banking and saw the transaction was pending. I thought it would be reversed by FNB like they usually do. On the 28th it was still pending and I went to the butcher to see if they have received the money 3 times and they showed me on there statement that this was not the case. I then phoned FNB who informed me I had to fill in a form to have it reversed. I could not believe this I thought they were a bank that wants to make banking easy and paperless. But I did fill in the form and emailed it to them on the 4th of September. I am very sad to say that the transaction is still pending and have not been reversed. This is unacceptable!!!