Poor service from FNB

On 17 July 2025 I tried to purchase some air tickets through my FNB Virtual card and payment did not go through, but money was deducted from my account. The merchant I used which is Travelstart was very helpful, and they did their best to assist me. Travelstart informed me that most of their clients using FNB virtual card payment system are experiencing a problem, and they Travelstart received a circular from FNB informing them about the problem of the virtual card payment system problem. When I contacted FNB I was told the money will be refunded back into my account. Till today 25 July 2025 I haven't received my money back and the tickets I wanted to purchase have since skyrocketed. Effort to contact FNB has been fruitless. I suspect this is not just a system failure by a hoax. Why did FNB not inform us client not to use virtual cards as they are experiencing a problem. How many FNB clients keep using the same facility and they are also struggling to get their refund like me. FNB is punishing us clients and they are making their problem as ours.