Bad Service FNB Bank

I am very dissatisfied with the service I received from FNB - I booked tickets on line for a bus service and the booking timed out with an error but the funds were reserved on my bank account - so I called the bank to let them know I had not received any tickets and the funds were not to be released from my bank - I was sent a form to complete which I immediately did and sent it off - in the meantime I had contacted the bus service and received no joy they kept saying they would get back to me but as I did not have a ticket number because no ticket was ever issued I could not get these tickets cancelled and the bank just let the payments go off my account - Very disappointing service from FNB I expected a lot better !!!! Had no further contact from the bank either which I rate as very bad service