Black Friday card mess

Unfortunately this is another bad review. Im not sure what's going on at fnb but they seem to have gone from the best service delivery to the worst. On black Friday, the 24th November i tapped my virtual card for groceries at woolworths,it declined and I then used another banks card to pay. My card then declined at the parking check out as well and I had to use my other banks card. Once home I saw that both transactions had actually gone through and the money had come off my bank account. I immediately contacted the service suite and was told it was a massive glitch effecting most fnb clients and the money would revert back in 24hrs. Since November the 24th I have enquired almost daily only to be told it would be resolved in 24 hrs....until this week when I was told that all black Friday issues had been fixed, except mine had not! I was then told to email the card division, which i did and i was given a reference number and promised a turn around of 5 working days. The message said to quote reference on the service suite for updates. Not only is it frustrating and somewhat mind blowing that the client has to sit on them for 2 weeks and still nothing has been resolved...in 2 weeks?!! Then the client is sent to another department and has to email....and now today the service suite keeps saying thankyou for chatting to us and cuts me off before I can even give my reference number. This is shocking service or lack of it! My reference number REF:***]