FNB stop playing games

I have an online card reversal dispute. FNB customer care sends me forms to fill in & email to card cancellation, they send me to debit card dispute , they send me to custom service. What kind of games are you playing at FNB , I have authorisation code from Merchant. Yet FNB keeps playing around . Who is responsible for releasing money back into my acc . How long will it remain hanging under my profile