Virtual card none reversal

I opened a virtual account on my app. I did an online shopping with pick n pay back in June. There's money that pick and pay reversed back to my virtual account that Standard bank needs to authorize. Even in my statement its written 'authorization' I went to one of their banks and the consultant made a call to their hotline. The lady on the other side of the phone said she has escalated the matter to the virtual card department. That is over a month ago but still nothing. My question is why is it such a hustle to get back any reversal money?