FNB a shame bank

I wrote that I bought airtime for R100 on the 30th November 2022, money was deducted but no airtime. I called the customer service department and they said they would fix my problem in 5 to 7 days. I'm still waiting and been contacting them with no hope that it will be solved. A huge bank can't or they refusing to do the right thing, to reverse my R100. Why is it hard, maybe of my surname or what?