Bad Service

I have made a flight booking via the app and it failed but deducted my money, I have called them 2-3 times since it happened on the 19th November and I was told they can’t refund me because they can see the deduction and don’t know where the money is so I should wait 24hrs it will process the refund. I am still waiting for the refund and today I am told it will take 7-10 days to process the refund. I am not using this service again after spending so much time plus my airtime to call and get this sorted out. Worse of all I can’t use the FNB chat app to speak to the agent cause my options have been limited. This has been such a nightmare just by simply trying to book a flight.