Verry un happy

I made a payment on internet banking and the payment has gone through my account twice. I reported the matter to FNB Nigel and completed the necesary papers but I have to keep phoning them to find out about this matter. I was told it takes beween 3 to 5 working days to resolve the matter and get my money back into my account. Today it is already 2 weeks and I still have no joy or my money back. Just befor this complaint, I treid to phone the bank again and asked to speak to the manager. They put me through and the phone just rings and rings and no one answer.