Reverse the R11 double charge for airtime on 7 April!!!!

Fnb connect!!! When are you going to reverse the R11 that you double charged me on 7April??? On my personal cheq account????I logged a call on the very same day and I said u will resolve this within 48hrs!!! It's already a week and you still have not reversed this!! Must I report to the ombudsman for R11? Cause I can , cause it is my money u just can't do this !! Reverse this R11 now 'n how long does it take to reverse your own mistakes!? I only bought once I received what I bought but u billed me twice so what's going on ??? Reverse it