***** transaction

I had a *****ulant transaction go off on my account on the 2nd of January and I reported it to the ***** department and was told it will take 7-30working days which to me is pretty rediculous considering it is a large amount of money. I was given a ref number and told that the transaction has been put on hold and will not go off or be refunded until they have more information. It is now Sunday afternoon and the money has been taken off. I have tried calling the ***** line to get an update but apparently it is closed on a Sunday at 1pm. Suggestions?