FNB Card Transaction Failure. Customer Service non-existent

FNB customer service desks are giving me the run around.

On Friday 28 Feb I attempted to make a card payment online but was redirected to the FNB 3D security page , the page indicated there was an "Unexpected error".

I received an Incontact message alerting me that funds were reserved for purchase .

I processed to login into the app and looking at my available balance the funds were definitely reserved but , the transaction however does not appear on my transaction summary on the app , doesn't appear on my transaction summary online banking , doesn't appear on my bank statement, doesn't anywhere. Odd right ? I contact FNB via secure chat , this where I found out , there is no customer support at FNB, very unreliable no one wants to take accountability . I explain my issue to the first service advisor (Private Clients), I get transferred to a different service desk (Digital Banking) where I have to now to re-explain the issue , I get transferred again to 3D online secure desk I have explain from the top get transferred back to the Private Clients Desk again , then get sent back to 3D online secure desk , so I explain again this lady advises the call center.

I proceed to call the 3D online secure call center, I get to explaining my issue lady hangs up, I'll assume it was a network . I call again , and this atleast this time I am allowed to articualte my problem then department transfer merry go around starts again. On that one call I think I was transferred from 3D online secure > Private Clients > Digital Banking > Aspire Desk (Shame this guy was really helpful ) > 3D online secure

So all of this running around taking around 3+ hours. At the end of it all I am advised that the transactions authorization was reversed/refunded and I should see the funds in my account in couple days .

Fast forward a couple days no funds , I have to now contact FNB again, long exercise but I am then advised to fill in a dispute form and email it ***, in addition , I am advised to request that the pending transaction be cleared (as it its shown to be refunded ) and send it to the same email address.

*** acknowledge receipt of communication , and they indicate that will respond in for 5 business days.

5 Days Later their response :

" Good Day, MR ... ********* R*,***.**- 02/28

Please note that we can only assist with card transactions This is EFT , please email *** "