pay back the money

During the Easter weekend I noticed that transactions was going off my account from the Gautrein Station,cleary I was not there. The Tuesday when I returned to work I contacted FNB and was sent a form to complete and return to the email address on the form. I was told 5 to 7 days the funds would be back in my acccount. The duplicate transaction from the Gautrein that was taken was last months monthly ticket and cash loaded for the bus service close to R2000. I returned to work yesterday after a funeral, called FNB, spoke to Ebrian, who informed me 1. I did not receive a reference 2 They have nothing on record 3. The Form is the incorrect form, aftet I sent it to him. So I was sent a new form. Phoned again at 3 Kevin Pieterson tells me there is a back log and it will take 15 days, also the 7 days has passed, so how can I get my money back. Once my funds are returned, my husband and I will be closing our accounts.