Unreachable

I have a cheque account with FNB and on the 30th and 31st October due to their faulty swipping machines at 2 different establishments I had my account being double debited for the purchases. I tried to get a reversal however I was told by the garage and a café that the money was not received into their bank account, but was sitting with the bank.

I went to FNB - Benmore on 31/10/2017 to log a query and was made to complete a form. After the completion I was told that I should have my money within 5 days. Today is the 7th day and I still don't have my money. I contacted their premier banking and they told me that they cannot assist as I didn't have the reference number for the query, despite the fact that they could see that the money was still hanging. I was told that I must contact the branch which I logged the query with. I tried calling the branch on the number that is listed, however it says it doesn't exist. I tried another number and ended up in a call centre ad they told me that I cannot call Benmore gardens as all their calls go to the call centre. The call centre was also unable to assist.

I am currently sitting in a situation whereby I have money stuck with the bank for more than a week and the bank does not take calls.

How do they deal with the queries when they don't take calls??????

All I want is my money back.