Poor form

I purchased at The Raj Express in Blue Hills on 21 Dec and paid by card. The initial try failed, the cashier tried again and this time was successful. However, the payment went off twice. I have checked with them and they have confirmed that the money does not reflect in their account. FNB sent me a Debit Card dispute form to complete which was sent to them on 10 Jan and was told i should receive a response within 5 working days. I have still not heard anything even after a follow up through Premier banking as there is no contact numbers on the form i filled in. I should not be following up or chasing them when this is no fault of mine.