FNB Reversal but I can't access the funds???

I had a double debit on my account on 2 March. The money was reversed on my bank statement and showing under my balance but the funds are not available for me to withdraw or use.

I have spent more than 4hours on hold or being transferred to more than 10 different departments since beginning of March. I went to the branch in April the front desk teller went through my bank statement and confirmed the money was reversed as per bank statement, I showed him my app balance and it was not the same as what was on the screen. I have no pending transactions.

She then gave me a ticket for the teller. They both could not help stating they cannot view transactions on virtual card. I was asked to log a complaint, SMS Your Complaint *** has been assigned to Retail Service Recovery. We're looking into it and will contact you shortly.

Response by email to my complaint was that funds were reversed and showing on my statement. THAT WAS NOT MY QUERY!! I know the funds were reversed, when will I have access to them?? It is almost two months now going back and forth with no answer from this bank. Sort this out immediately.