Waiting for refund on ***** case

I opened a ***** case on 5 December 2014 where my bank details were used at Shoprite in Nelspruit losing R998.99 from my account. FNB investigated and refunded on 30 April 2015. The amount was debited again on 16 May 2015. When asking the bank, they say Shoprite gave enough evidence to say I made the transaction. The evidence supp**** was a bogus signature which is neither mine or my wife who are the only people authorised to use the account. I have been continuing to make enquiries at the bank since May and it the matter was escalated to the complaints department in August 2015. I gave another 28 day period to hear some feedback and now have no feedback at all. FNB also do not have a way of me contacting the complaints department directly. I just have to wait for them to feedback.