Poor Merchant service

Ref Number ***1 Case was opened weeks ago regarding customer been charged twice on our fnb machine but only shows once on our side. Fnb services said they will get back to us on the 17th December. Have received no feedback, no answers and they have not returned emails since the 15th. Customers money has been taken twice without reason. It looks like we are the ones at fault and customers come to us for the answers yet fnb do not care. Really pathetic service.