Terrible service

I am frustrated!!! Friday, when the app was offline, I made 2 online purchases that went off my bank and did not go through. I thought that it was going to reverse automatically, but it didn't. I called yesterday to log the querie and the first lady said that it will be reversed within 2-4 hours back into my account, when it did not reverse, I called again and the next person told me that there is no turnaround time, but it should be before close of business yesterday. Still, the money is not back in my account. I called this morning to follow up, and again the lady told me that she escalated it and she will call me with feedback. The level of service is terrible. Why should I wait so long to get MY money back for a system error on their side? This is ridiculous!!!