Terrible service

On the 18 May I made an online payment using my fnb virtual card and the payment didn't go through and when I checked it was pending and I called and I was told that it's because it's weekend but to my my surprise I made so many purchases during weekend and this had never happened before, come Monday still no change,so I called again and I was told I should give it 24 hrs.I called again the next day because there was still no change and I was told to fill up a reversal form because my online order was called, which I did and up until today I haven't received my money back to my account. I'm so disappointed with such service from fnb