FNB refuses to give me proof of transaction - Barrier to service over virtual card transaction

I rented a car, they put a hold on my card for the 3,8k deposit, I used my current account virtual card for this transaction which was on 29 Aug and returned the card on 5 Sept. I called the bank, went into the branch and well its been very frustrating. firstly it seems because I used a virtual card, their preauthorisation department is saying its not their query. Virtual cards says the transaction was successful, the rental company says it was a hold not a deduction. I asked FNB on numerous occassions on the secure chat to send me proof that the transaction, in the form of a manual letter, then I would share that with the merchant so that they could process an eft refund seeing that my money isnt back. Well i was sent from pillar to post by FNB I dont know if they are using bots or the people who work for them cannot compute outside of auto generated buttons. Then eventually I had to just dispute the transaction because i need my money back since yesterday. I cant use the options on the app because it doesnt list this transaction. A Bianca responded after a week to ask me for transaction details that were detailed in the initial mail I sent them. Its like people cannot problem solve beyond their generic responses. I am experiencing a barrier to service left right and center and I just want my money back. And also why does FNB make it my problem that its a virtual card or not. The staff is not trained to not load this burden on the customer. This is very annoying. The branch cannot help. I have wasted too many hours on this. I want my money back and I want my bank to be of actual help! This reminds me why I had left FNB before, just being sent pillar to post, no ownership like they are doing me a favour.