Overpromising and under delivering!

I have recently joined FNB as a client and I must say that they have been pretty efficient until a week ago. On the 24th of May, I made a purchase using my cheque card, I received sms confirmation that the funds left my account, (An amount of R524.25 was debited) however, the recipient (Spree) confirmed that they had not received any funds nor was an order number generated, I was told to contact my bank for a reversal, I have done so and I had submitted a dispute form, I received email confirmation that the query would be resolved in 5 working days, I duly obliged to this and I had called FNB to track the progress of my query only to find out that my particular query was not attended to or even been assigned to an agent. I was then further advised by a Tapiso from FNB that this query would now take a further 5- 10 working days, this is totally unacceptable, I get that as a bank, there are huge call volumes when handling queries but don't over promise if you cannot deliver. I budget myself accordingly each month and I am now in a position where I feel like I am begging FNB to reverse my own money as I need to compensate for the rest of the month. I have provided FNB with proof of purchase, correspondence from Spree confirming that there are no funds that has been received on their side. I have also provided FNB with a screenshot showing that the funds are in a 'pend' status on my account, I'm not sure what more to do. Please have my money reversed asap!!!!!!!!