Fund reversal non assistance

I made a purchase online using my fnb private clients card on 29 September 2018 on 1 October 2018 the merchant cancelled the order and advised that the funds are reserved by FNB and will reversed back in 7-10 working day after 12 working I contacted FNB and received a reversal form which i completed and emailed back where it says a client will be attended to in 24hrs, needless to say i was contacted in 24 hours and had to call them to follow up now FNB tells me that I must wait for 14 days for someone in their disputes department to contact me, 14 days for mu issue to be attended to? Are you kidding me! Then I'll be told to wait another 14 days for the reversal right FNB? I find this to be pathetic to say the least FNB.