Struggling to get a duplicate credit card transaction reversed. The support has been horrible

I've been struggling to get a credit card transaction reversed for the last couple of weeks. I've logged the complaint twice on the FNB app (26th Nov, reported it in the first 24hours after the transaction was duplicated). Nothing came of it

Decided I need to speak to a banker on the app.... Oh my word, why did I even bother? The app jumps to previous messages every time a new message comes in, so it is very frustrating to chat on it. I waited a few hours for the first consultant of the credit card division to chat to me. The person assured me that it will be reversed before end of business day... that was two weeks ago, still nothing has happened. On Friday the 10th of Dec around 10ish I started the process again, the fourth time now. I was transferred to whichever department someone could hopefully help me, I was placed in a queue till this Tuesday morning... guess what, I received the notifications late (the agent just said he will look into my old chats and never got back to me) and had to start the WHOLE process again. Chatted to two support people, got transferred AGAIN and now I'm in the queue again (31st in the line, last week Friday I was 23rd in line so I guess I will get helped on this Friday if I'm lucky.)