Unhappy customer

As a customer for more than 20 yrs Iam discusted but instead with the way FNB handle cust complaints. They double deducted a dit order the end of MAY. Was very quick to say the will reverse the 2 nd payment but instead reversed both payments on my FNB acc.The problem is they never reversed the money back the my acc from where the payment was made many e mail and phone calls later Iam still without my money or n resend answer