Debit and credit card dispute form

I’m so disappointed by your service,I have made a payment on the 11October 2022 to one of the Local Banks Nedbank,the payment got stuck and it was pending from my side,contacted my Bank which is you for assistance and was advised that the payment is will the merchant of Emirates waiting to bank from their side,I took initiative to call Emirates they said the funds are not with them and they even cancelled my booking from their end, I then went to FNB Kolonade for assistance as I could see that the matter is hard to solve on the phone and they made me complete a form “Cheque and Debit card Despute wiring ref number *** and was told that the funds will be back into my account after 5 days which also is very inconvenient for me as the client however I understood left the branch,today I get an sms shows that the funds are completely out from my account and I phoned FNB to ask what the process with my reversal and to my surprise I was asked for the reference number above and told that it doesn’t exist and the guy also mentioned that the funds were credited to the Merchant on 14/10/2022

My question is how can my bank fail me as their client like this,I have logged this with them before the funds can be debited in their books but still failed to stop a payment and what’s irritating to me is that they still don’t understand that I have been inconvenienced to make my booking which will affect me on the ticket prices hiking everyday

I need funds back ASAP