poor customer service

I am utterly disgusted in the service received from FNB.I mailed a complaint to customer service and debit and cheque card ***** complaints on the 7th,8th,10th,15th,17th,19th and 25th regarding a deduction from my account from a company called EAMBU.COM. I authorised a R 20 from my debit card,nut the company deducted another R 965,14 a few days later without my authorisation. I made contact with the company and FNB on the 7th of which the company assured me that they have done a credit. They sent me the reference, Trans-ID: ********** 624,which I forward onto FNB. The most upsetting part is the fact that I have to send follow up mails to FNB customer service due to their LACK OF COMMUNICATION. they simply just DO NOT CARE .its just damn sad that we as the consumer must fight so hard for refunds . I had to fill in a dispute form on which they ask what the refund was for and what the amount is. They also asked for proof of the payment I made. I sent them all this information,only to get a mail back asking the following ;

" We are unable to contact you telephonically in connection with complaint ********** . Please advise us more about the transaction being disputed by you: ********** 7 402648 VOD M 965.14 D CZ eambu.com. Was this transaction performed by you? If so then the bank requires that you cancel with the merchant.Please also forward us the documentation you mentioned you sent in your complaint. " If this was not performed by you and this is **********, we need your permission to cancel you card, and we will require you to complete a ***** claim form.

THIS WAS EXPLAINED IN MY ORIGINAL MAIL. WHY WOULD I WANT TO CANCEL MY CARD. I just ask you look at their credit referenve and give me feedback on that. I would also wanted FNB to debit my account with this monies as is was still showing PENDING ,when I made contact with FNB. Why are FNB dragging their asses when my money was taken unauthorised. They should have acted immediately and not let me send mail after mail and follow up after follow up.

I find this totally UNACCEPTABLE. I want my money back in my account ASAP.