REFUNDING MY OWN MONEY

As a Private Client the service I am getting from FNB is not worth the money I spend. 18th of October I bought R500 electricity online, I entered the wrong card expiry date, the money was deducted from my account, but never reached the vendor, I then went back online and bought R100 and when the Vendor confirmed they received this I did an additional R400, called the bank to explain what happened, I was told to contact my banker on the Monday. I contacted my banker who said she would look into this, she came back to me 2 days later, to say she can see the R500 was deducted I must fill in a dispute form, she told me this would take 5 working days, this was the 22nd of October, daily I contact her and daily I get the same reply, \I don't have an answer yet"Thursday I mailed her and her reply was \""My Manager is now dealing with the dispute department\"""