Irate and frustrated

on the 29th of June there was a problem with merchants being offline. I contacted FNB and they noted their was a general problem and the transactions that were declined would automatically be refunded. They did not ask for the receipt from the merchant. Today I noticed that this amount was indeed not refunded and I am now being told to go back to the merchant. What is the point of asking the merchants for the do not honor receipt if the bank cannot help me. If the merchant didn't receive the money where is the money that was taken out of my account? tried calling the FNB secure line was on the line for 42 minutes most of which I was on hold with no assistance.