Card Pending Transactions not being refunded

I have two identical card transactions that failed on the 29th of November 2025 (total amount R9,702.00) , I called the bank on on Tuesday December 2nd and I was advised due to the system issues experienced on the Saturday (November 29th) my card transactions failed and and I was told by end of day the pending/reserved funds will be debited back into my account.

Thursday December 4th I called again and I was advised to log a debitCard dispute which I did. Today December 5th I went on the chat and the agent kept me in the chat room for more than an hour only for the agent to disappear without providing any concrete feedback apart from "Hi Mr *** I will be with you shortly"