Transaction reversal

A simple task has turned into a nightmare.

I tired to pay for an Airbnb it didn’t go through because of a verification issue. Airbnb has released the funds back to my Visa, but Fnb hasn’t made them available, I was told to fill in a form which I did when I tried to send it the Email bounced back telling me their inbox is full. My online banking keeps telling my me password is incorrect I’ve changed it several times in the last few days, it’s just been frustrating dealing with so many people on their customer care line and having to explain a thousand times. I went to branch only to be told “we offline” please help, they must at Fnb who cares about customer service please help. ********** 360 my number