Why does no one seem to know!?

Someone please help!

I have been back and forth between long call centre holding periods and endless visits to the actual branch (Sandton City) with absolute no help!!

I notified FNB that I would be travelling aboard to Thailand in December. Long story short I made a payment to a hotel on the 28th of December at a pay point in Thailand and was told by the lady that the payment is declined yet the money did go out of my account.

Its currently showing as pending in my account and i need the money reserved back into my account! I have spoken to the hotel that they perhaps would need to do their "banking" as advised by consultants at FNB so that the money would pull through to them and they would refund me, however the hotel insists that they have done their banking and the money is just not pulling through.

I need someone to assist me urgently!!!

Transaction date: 28/12/2019 Reference: Triple L Hotel Amount R 7 481.99

I really don't know who i need to talk to any more as I received no help going into the Sandton city branch as well they looked like they had never heard of my query before.

Look forward to helpful response.