So long to refund what is rightfully mine, not fair

<p>My sister purchased goods from loot.com using her husband debit card. All went well during the purchase and was successful. Within a couple of minutes she got an email saying that her purchase has been reversed because the card was not hers and she had to make a direct deposit. The money was however debited from her husbands card and upon phoning loot they said that FNB would reverse the money into the account.</p> <p> </p> <p>A week later no money reversed and upon going to the bank she is made to fill forms and an email send to her stating that it would take up to 10 working days to investigate the matter and pay back the money.</p> <p> </p> <p>This is so frustrating, FNB in the first instance allowed the money to be deducted then froze it. They have the money but how is it that I am the one who suffers. I run a business and the money held up in your reserves is maing my business suffer. Please rectify this situation there are other commitments I have to meet using that money and my business is suffering as a result.</p> <p> </p> <p>I got a ref no: ********** 7_ ********** 56 from FNB and they said this was a dispute of which I beg to differ as FNB stopped the transaction and all thay have to do is to refund as they have the money and the system shows it was never paid to loot.</p> <p> </p> <p>Attached find communication from loot. </p>