Request for Reversal of Funds Reserved - Personal

Made two bookings through TripAdvisor, money has been reserved by FNB for transaction but as TripAdvisor did not accept my booking the transaction will not be processed by them, therefore FNB have to release it back into my account, this takes 5 to 7 working days. Filled out necessary documents have emailed them through several times, have tried to check if they have been received and when the money will be back in my account and NOBODY can help me. I have made endless calls, I get transferred from department to department they cannot find the emails I have sent and they cannot advise me further. This is a matter of extreme urgency as I have to book other accommodation. They cannot advise me about my funds and whether they have received the documents nor process it. I have sent an email of complaint and heard nothing. I am now taking this to Hello Peter and Social Media in general due to the lack of care provided by FNB.