FNB has failed me!!

FNB has failed me. Been banking with FNB for over 10 years and on a normal would tell everyone who cares to listen how great of a service FNB offers. But recently I booked a flight via FNB app and paid with my credit card, I got a confirmation of payment and a ticket vi email, upon getting to the airport I was told FNB cancelled the transaction, needless to say I could not board the flight and had to sort out this issue. Went to an FNB branch I was told that the transaction was never cancelled but Kulula had the funds as they experienced a system glitch and most people who had booked that day had a similar issue. I was told FNB would retract the funds from Kulula and this process would take 7-14 working days. I emailed the filled in form and all that was required on my side. It has since been 2 months of waiting and everytime I go to an FNB branch Im given an email address to write to which seems to not work cause I have received no response and no assistance in getting my money back. I am extremely unhappy about this experience with FNB and all I need is my money back so I can change banks and bank with a bank that takes care of their own.