****med my money

On 11 Feb I made a purchased via my virtual card it declined but took money from my account I then used my physical card it went through. Called the help desk I was told there was a problem with virtual cards and the funds will be returned in 72hours. It was not returned. I called after a week I was told to email the card division they rep**** only once asking for the account number, it's been 3weeks now since the last email no help from FNB. My money never came back and no help from the brunch nor the online help desk. The whole R3500