Shocking Service

On 29 Jan 2015 I made a payment to Mr Price and they took the money twice. Mr Price gave sent FNB and myself a letter to release the funds as it was already paid in full. I also filled in a dispute form on 05 Feb 2015 and sent it to FNB with the letter from Mr Price. They told me it would be resolved within 5 working days. I have not received any feedback yet. I call and call the call centre, but nothing. I just spoke to the call centre again for 27 minutes of which I was on hold most of the time. I am still none the wiser and still no release of funds.