Pathetic service

I am trying to find out about the hold on my card which was reversed by the service provider on the 05/09/2024. The agents on the Fnb app secure chat keep responding " Your account has not been credited " when I ask if the service provider has not released the hold or is it FNB who has not credited my account. I get a response of "did you request a reversal" why should I request a reversal when it was a hold and the hold was reversed. It's really pathetic that a simple query cannot be resolved. This is also dishonesty from FNB has had I not queried , my R167 will never be refunded