Worst refund experience ever

I have been calling Budget car rental customer service all day to get my refund released. I incurred financial loss in the sense of debit order reversals as the funds are still not in my account.

The customer service is terrible as two consultants promised to send confirmation of the request to release my funds, but up until this very moment i'm still waiting. Worst part is that they put you on hold for almost 20min.

I phoned my bank FNB and I was told that their bank merchant Netbank only called to confirm if funds were pending which is obvious. Mu bank FNB cannot release my money into my account as they still await a cancellation instruction from Nedbank.