Transaction reversal

On the 26th of August 2015 I filled up for R400, paid with FNB petrol card, received an sms -transaction successful. The speed point though indicated that the transaction was unsuccessful. They took my details at the filling station and they said they will wait for few days to see if the payment will be reflected on their bank statement. A few weeks later they contacted me to say they have not received their payment. On 5/09/15 I went to FNB Hammarsdale branch to sort out that issue. Nombuso could not help me stating that she does not have a code & promised to sort it out on Monday the 7th and was going to give me a call, of which did not happen. Monday afternoon I phoned the bank to find out the outcome, she said she has completed the necessary forms and it will take about 21 working days for me to get the money back. On 9/10/15 I phoned again to follow up and she told that the money was reversed on 30/09/15 of which was not true. Then she said she will contact me in 10 minutes, When I phoned later she said they need proof that I paid the R400 again to the filling station. Gave her proof and will claim again which will take 21 days again. Very disappointed by the level of service