Deducting funds out of my account

I booked accommodation and R5200 was reserved on my FNB. Days later I cancelled accommodation & called FNB call centre 2 days post cancellation & requested authorization forms so I could apply for reserved funds to be released. Calvin Wayne Smith emailed me forms which I filled in and returned with proof of cancellation documents. I was told it would take a wk to release, 2 weeks later funds still hadn't been released. On the 3rd week FNB paid the accommodation instead of releasing funds even though I had filled in ALL their paperwork in time!!! I've called them numerous time requesting them to resolve their error and I've been given the run around!! What is the point of being a private client and paying high fees? The call center informed me they can't help me unless I fill in the authorization form, even though I told the agent I had ALREADY done so! They don't listen! Even though I told Zama on numerous occasions that those forms had been filled in weeks ago! They read off a script and don't listen to customer complaints. My private banker informed me it's been escalated but it's been over a week!! How long must I wait for FNB to correct their mistakes? I want my mom back!