FNB took money from account for flight tickets (unreceived) via the app and has not reversed payment.

Last week I tried purchasing flight tickets via the FNB App. Money left my account (moved to Pending) but I received a message saying that I did not secure the tickets. I attempted the transaction again and this time was charged due to insufficient funds. The next day I visited the branch and a consultant logged a query for me via the app. I was then told to phone and reverse payment. On the phone, I was transferred from one department to the next and put on hold, no luck came of this. I have filled in query and complaint forms via the website and received an email saying I will be contacted in 24-48 hours by an agent (Never happened.) Now, I get an sms stating that they are unable to process my dispute and I am supposed to resubmit. The money is now regarded as a Succesful Payment and is no longer Pending