FNB - shocking service

Last week I purchased airline tickets online, the transaction was unsuccessful as the link time-out but FNB reserved the full amount from my account, I contacted the airline and they confirmed the transaction was unsuccessful and that the bank will reverse the amount. It has now been a week and nothing has been reversed. I have contacted my Private Banker, logged tickets, filled in the appropriate forms but nothing. The fact that they don't even bother following up the issue is just ridiculous.