EFT purchase. Money not paid back into account by fnb.

26 November 2021 My wife bought sneakers for my son at TGF and pay via eft, and on 29 November they informed us that they do not have the size and would release the money and fnb should put it back into the account. We have been going back and forth and till today we have not received our money back and we made numerous calls and still till today they have not paid the money back. Our Ref: ***. This is very bad service.