Poor Service

I rented a car via Europcar, and the merchant double-debited the holding deposit. The merchant notified FNB to reverse the second amount, and it's been 4 days, and every time I call or chat with a consultant, I'm getting conflicting answers; some even drop my chat without assistance. The last consultant said I must wait for the amount to expire on its own if the merchant does not bank it. The other consultant said the amount is reversed and will take 24 hours, and the other consultant said the money was banked by the merchant. For a big bank like you, I think you guys should have access to information and be able to give your clients accurate information. It makes me wonder if my money is safe. Bronwyn and Siphokazi were not able to assist