reverse

Good day I was in contact with one of your agent regarding money that was paid to FNB without my knowledge. What I don't understand is why I need to wait 7 days for the money to be reversed back into my account and this doesn't guarantee that I will get my money back. This is the incident number I was provided with ********** 9, please assist me in getting my money back because going to the police is also other process and this doesn't guarantee that I will get my money. Why can the money be reversed? so I can get it. please help me out