Hold on an account without any explanation whatsoever

This morning, I called and reported an email requesting me to rate a call made on 7 January 2025 at 15:12 which was allegedly assisted by Felicia Dube. I spoke to Noli in the ***** department indicating I didn’t place a call to FNB yesterday. Noli who dismissed it as a potential mistake, reassuring me that FNB would follow up with further advice and telling me not to worry, stating that these things happen. This evening at 18:10, I attempted to purchase petrol at Engen but was unable to do so because a hold had been placed on my card—something I was not informed about. I have no cash on hand and no alternative means of payment, leaving me stranded without assistance. Despite my earlier report, I received no notification of a hold being placed on my card. I was waiting at the petrol station and attempted to contact the ***** department again at 18:11, where a lady took my number but provided no further information. I called again at 18:50 and spoke to Siphelele, who requested 10-15 minutes to review the call recording. It is now 19:18 , and I have yet to receive any assistance. I am frustrated and concerned. What would have happened had I remained at the petrol station till now an hour later, unable to pay? What is the reason for the hold, and why am I being told to wait without any indication of how the matter is progressing?