Outstanding card auth query ***

On 5May I purchased items from Shutterstock online for R397-15. I immediately received 3 sms's from bank showing debit went through 3 times. On the same sms appeared tel ***. I immediately phoned the nr, was transfered to 5 different people before query *** was logged. The confirmation sms of the query logged stated the 11th of May as the last day for resolution / result. On 11th I received an sms - request still in progress. At the time when the query was logged it was still 2 \outstanding card authorisations"that could have been returned easily. I got no reply from Shutterstock on query with them. Now"