Funds held in Reserve in spite of being provided the requested proof of payment failure with Merchant

I have banked with FNB since November 1981. On 05 February, there was an issue between Payfast/FlySafair and FNB and the initial payment failed as the transaction timed out. FlySafair asked me to pay again and take the matter up with FNB. Both payments which were for the identical amount were reserved and the one transaction has been banked and the other still sitting in reserve even though the relevant department has everything requested. I called now to request help but another useless employee tried to give me yet another reference. How does that help me get the funds unblocked? No wonder people with RMB accounts are leaving in droves. Service is nonexistent