FNB, How can we fail you?

Worst customer care iv ever had the misfortune of having to deal with. 31st of January I made an online purchase which failed on the merchants side, yet I was still billed R690 a month later I'm still waiting for my reserved funds to be given back to me, after multiple calls and emails to customer care (emails were totally ignored) all they say is they can't give me MY money back until I fill out their debt release forms, when asked which option applies to my situation all I'm told is they can't help me until the form is filled, when asked if the money will be kept indefinitely unless the form is filled I'm told the same **** over and over again, clearly the staff have no clue and can't actually help people, the merchant is not able to provide me with any recipt or cancelation of purchase because it never happened. There is no record of the transaction on their end...so how the hell do I get my money back now?...back does nothing to help when you actually need it.