FNB - Does not know what turn around time is for an escalation ?(Transaction not banked)

Hi,

i made a purchase at a Samsung store on the 10 December 2022,due to there machine being offline my transaction went off but never got banked as the merchant was offline, I am struggling to get my money reversed every time i use the bank chat the consultant tells me it has been escalated, I cannot get a direct telephone number or a manger to chat to which is unacceptable, it almost Christmas and I'm running around for my own money that my bank (Fnb) needs to reversed to my bank account