Stupidity Stopping Me From Actually Being Assisted

Is this seriously the inteligence level FNB has it's standards set at?

Me: good day I had a duplicate card transaction, I logged in on the app and phoned in yesterday and was told it would be reversed in 24 hours, it's been longer, please can we follow up? Agent: was it a card transaction? Me: yes. Agent: was a dispute logged? Me: Yes. Agent: did you call in?

Seriously FNB? Seriously? And after that? Round and round and round and no closer to getting my money back that you guys have essentially ******.