Withholding and Refusal of personal funds

On the 15th of September Mr delivery reversed two amounts to my personal account...one reflected. Up to date 16th October 2023 Absa bank us refusing to release on hold.

I have written Nemours emails to request them to release my funds. When I call my call is directed to authorisations, who said I must write an email and quote the card number and the amount. I have written emails to *** no luck. The latest respond was that was as follows:

"A company letterhead from the merchant is required with the following information:

- Account Number - Contact details - Name of the merchant - Date of the transaction - Amount" In which the above details has been given to absa on the 26th September 2023. So I am puzzled to why they do not want to release funds that belong to me...that is a personal account not a shared account. I will never recommend this bank to anyone.