Stupid automated self service!

I need help with the release of funds that's sitting in Reserved Funds. A purchase of R1491.86 was made to ExpressVPN around 23/01/2020, however, the purchase was cancelled on the same day & the merchant confirms having void the payment on their end. I was told to fill out a form which was emailed back to FNB on 10/02/2020. It's the 16th of Feb & the funds have not been returned. It's useless to call FNB to speak to anyone as I'm always transferred to a hunting line that always goes back to general enquiries. This bull**** of self service must stop as no one can assist me at the branch & then I'm sent from pillar to post when I call in. I left standard bank for this nonsense, perhaps I should go back as FNB does not want to help their clients & rather mess you around. I haven't even been contacted by FNB to confirm receipt of the request.