My husband is strandard

They took a deposits it's been 2 weeks they continue to say the deposit is returned we called our bank the amount is pending they still did not release the money.when we asked customer service to write an email to say they have returned the document they declined. It's R 9000 and now he is stuck unable to get to Milan to fly home. We where told today it takes 30 days.last week we where told it was returned and it's our bank.this company is a bunch of *******..... viral media exposure not to use them should begin.