Horrible service at FNB private clients.

Shocking server from FNB. Posted on the APPs secure mail about a card transaction. 3 People transferred me from person to person. They don't bother opening attachments as that would answer their questions from the Merchant saying clearly that they did not receive the funds.. Asks stupid questions like what card did you use. I keep telling them I used my normal savings account. All I'm trying to find out is the following: I made a payment today at10:00 am, the merchant said that the 3d secure fnb app timed out and that the payment was not successful. Now it's under outstanding payments on fnb. I'm trying to find out when it will move back from pending to my savings account. I have never felt so hopless in my life.