Reversal Department, internet banking error

I did a payment with FNB pay and clear and the payment wasn't deducted nor was there an sms sent to me. I waited 10mins, logged in again and the money was still in my account so I instituted another payment. that 2nd payment sent through all the transaction smses & that it was sent to the recipient. Only after an hour and half I received another message from FNB that my account was double debited, I consulted the call centre who said they could see that one transaction was cleared and the other one was pending and that was going to be reversed within an hour. after that hour nothing happened and I called in again, sent from pillar to post with the consultants until I went into the branch where I filled in a reversal form. 5 days later I was sent an email of a reversal failure. so its me now who has to pay for FNBs system failure on the transaction that even the consultants couldn't help seeing that it was pending on their system. How arrogant of them to say I must contact the recipient when I had done what was expected all day. more than 10 years banking with FNB you get a slap in the face...countless reference numbers and a loss of 6000 with a 298 bank charge on top?????