Possible fraid within FNB - Check your bank statements

I have been an FNB Premier customer for a few years. On 11/02/18 I attempted to make an online purchase which did not go through as the online store had a problem connecting with several banks. When attempting to make payment I immediately received an email and sms from FNB that the amount had been reversed back into my account. The money was however reserved from my account but no payment was made to the store. I subsequently cancelled the order. I contacted FNB the following morning and was advised that they noted the error and the money will take 24 hours to reflect in my account. 24 hours later and no luck, i contacted them 2 days later only to be told by Theresa that they would need to log a complaint for this amount to be reversed which she advised me that she did during our telecom. I requested that this enquiry be reduced to writing and some form of proof be sent to me so I could follow up on it but was told this was not possible. As an attorney, I wanted to safeguard myself against any possible ***** by asking for such confirmation. A day later I called back and was advised by Banelle that Theresa is in the incorrect department and therefore could not in any way have processed/logged such enquiry. She proceeded to log one for me yet again. Once again I was not provided with any written proof that this had been done. I asked to speak to someone from the department that handled reversals, I was told by her there is no direct line or email to contact them. To put it simply, FNB does not create the means for which its customers can contact the correct departments to resolve certain issues. It should be borne in mind that FNB is all too quick to send you an email asking you to rate their services when they cannot even provide any service to its customers! Today (12 days after the money had been reserved from my account!) I received a call from Banelle saying that I need to complete a form in order to get the money back into my account. I am flabbergasted as to why I even need to go through these processes and why the staff at FNB are so *********** that they cannot even advise someone of these requirements in the beginning when a complaint is lodged. When FNB sent me a notification of such reversal, would it not have been in good order to follow up with such form to say please complete this so we can begin processing the reversal, instead they wait for you to make numerous calls, mislead you, and then still make you wait for your own money to reflect into your account! It is unbelievable that in 2018 a bank can be this backward. FNB , you should feel quite embarrassed at how *********** your management has become and understand that you are not the only bank in South Africa. How many customers is this happening to per month where monies are outstanding from their accounts on the basis of it being "reserved" by FNB while you continue to collect interest. It is a small amount but across the country I'm sure you are making a fortune. I'm sure you would contact customers quite urgently should they miss a payment to you , so treat your clients money with the same dignity. I unfortunately will have to take this complaint through the proper media channels next week to create public awareness.