FNB card services zero help in time of need.

I tried to make a purchase a Jet Gateway at approximately 09:30, it was for an amount of R 1205.00. To be put onto a Jet store gift voucher. The transaction was successful initially however the manager advised that there was an issue on their side and as a result the transaction did not go through on their side. After numerous calls to his own customer service. The manager at the store refused to an reversal instore as he said that the transaction was not successful on his side. He then contacted FNB merchant services to reverse the transactions. I waited in the store until the reversal was done. I received an email from FNB confirming the reversal amount of R 1205.00 at 10:23. Before I left the store the store manager Thamsanga gave me the reference he received from merchant services it was RP***. I WANT TO MAKE IT VERY CLEAR I LEFT THE STORE WITHOUT ANY GOODS OR GIFT VOUCHER!!!!!!!!!!! However, after a week I see that the R 1205.00 has still not been paid into my credit card and I therefore contact FNB card services on the Saturday 05 December 2020. I spoke with Warren and was advised that the reversal transaction with clear on Monday 07 December 2020. The reference for this call as RJ***. However, the funds have not yet been paid back to my account. I contacted FNB card services again, I spoke with Refilewe only to be told that there is nothing she can do as she could see that the funds was not paid back. When I tried to ascertain how I can move forward in order to resolve this, she cut my call. She didn't even have the courtesy of calling me back to resolve the issue, I am quiet sure she had my details as she asked me to confirm my name and contact number as part of the verification process at the start of the call. Further to this it was quiet hard to hear her as she may have been working from home since there were noisy children in the back ground. Working from home does not mean that levels of customer service standards must drop. I made 3 more calls to FNB cards services this afternoon but after a few minutes the consultant just cuts my call with no resolution in sight. I am disappointed by the service received, not only by Jet the merchant in question but by my own bank. After many years of loyalty, I have been treated with such little regard. The transaction of R 1205.00 may not be considered a lot of money but this a small fortune to me and I should have to pay for a transaction which essentially, I was assured was reversed.