online order refund from hell

I had a failed Superbalist transaction on 16 April 2024.Superbalist advised that they had flagged the transaction as possibly being *****lent and immediately cancelled it and i should communicate with my bank. MY BANK has requested for the same documentation twice and take days to respond.MY BANK has not provided me with a solutionband is really frustrating me as i am supposed to have a private banker but behold i have to go through 1million emails.