Appalling service from FNB

I have been struggling for a month to get funds released back into my account. The situation feels absolutely useless. I made an online purchase with PicknPay on 28 May 2024. I went to collect the purchase on 30 May 2024, only to find that the particular PicknPay didn't have stock, the order was then cancelled. I then followed up with PicknPay as to when the funds will be returned and they issued me a letter which I need t give to my bank for the funds to be released back into my account. This was the start of my problems. Countless calls to FNB and every time getting transferred from one department to the next without me getting any closer to get my query resolved. This is so ridiculous. This morning 28 June 2024 I am now advised I need to complete a dispute claim form, which will take 5 - 7 working days to be resolved, so basically two weeks of waiting again if not more. This is cash that I desperately need back but it doesn't look like I'll get it back any time soon. I can't understand what kind of system would not pick up a transaction that's pending for this long and not any action being taken to get it resolved. The customer must call in for action to be taken and then gets transferred from one department to the next without any resolution. This is absolutely disappointing. I don't even know what to do next.