Money withheld on account

I purchased plane tickets for a large amount, the dates were wrong and my travel agent cancelled the tickets immediately after the reversal. The money though has been held for over 10 days!! I will be paying interest on this money and need to purchase my tickets in a hurry. FNB have offered no help and I can see the money but not available in my account! To me this is ********** activity on top of everything it is on my Business Account, very disappointed in their lack of urgency to sort this out!!! Waited on the phone for 20 minutes holding with no help. Many calls later