Refund

I disputed an authorized debit by rain that took R2060 twice in a 20 mins vian an online transaction, i called the bank immediately to report the transactions FNB decided to only attend to one and they also confirmed a refund of the remaining should i send proof of cancelation which i did, i spoke to some agent who advised me to write an email to Rain requesting for the outstanding refund i did that and today i get a response that they cannot refund until Rain canceled is that even my problem that they are delaying the cancelation process? Why did FNB allown these debits without my approval in the first place? I want my money and they will deal with their Rain since they have a good relationship to allow them into people's accounts without their knowledge.what kind of bank fails to protect their clients 😠🤬🤬🤬