Money not reversed as promised!!!!

I purchased an Uber voucher on 28 November 2025. The funds were deducted from my account; however, I never received the voucher number. Instead, the transaction reflected a technical error. I immediately contacted the bank and was advised that there were card payment issues on that day and that the amount would be reversed within 24 hours. After 24 hours passed with no reversal, I contacted the bank again and was informed that the IT team was addressing the issue and that it would be resolved within 3-5 days. That timeframe has also passed, and the issue remains unresolved. During a subsequent call, I was then informed, for the first time, that I am required to complete a dispute form to process the reversal. This requirement was never communicated to me during my earlier interactions.

I sent this form via email and I got a response today. I am told by your Disputes Department that this is a merchant issue. Please explain how because I was told, on multiple occasions, by your consultants, that it was an issue on the banks side. What am I supposed to say to the merchant? That I bought a voucher on your app but never received it? Make it make sense.

Your consultants told me my money would be reversed so please reverse it asap as it’s been over a month and a half!!!!