Very very bad service

I lodged a complaint on the FNB complaints line complaint no *** on the 24th of July this was a week after I logged it on the app. The response was a consultant will contact you after 24 to 48 hours up until today no contact. My complaint is simple I bought a product online but was misled with the amount so I declined the purchased on my FNB app and it is still laying in my reserved cause they cannot allocate it anywhere. I informed them that I decline the purchase so they must just reverse my payment in the amount of R3700 but they keep on referring me to the ***** department I do not know why cause there was no ***** committed so I am begging someone who knows what they doing at FNB to please attend to my complaint and reverse my money as requested hope using this platform will assist me