Poor Customer Service - Shifting the blame

I’ve had a credit card hold on my account that should have fallen off 3 weeks ago. After numerous calls and emails to Absa including my private banker, they have still not fixed the issue. I’ve even had the merchant send me an email confirming they will not be billing the account and that the hold can be reversed. I was eventually told this would automatically fall off after 10 days. The transaction is from 17 September which takes us to 27 September, why on the 12th of October am I still unable to access these funds?