Reversals of Incorrect Payment

I tried to make a payment to my credit card account and using the FNB App on my I pad, i pressed the wrong account to credit. On the 1st of November, i contacted Customer Care at Direct Axis and reported my problem. I was told to send an e-mail to Customer Care requesting the reversal and i had to supply proof of the payment. i sent an e-mail on the 1st with the transfer reference number. I assumed that that would be sufficient as i did not get a print out of the transaction. By the afternoon of the 2nd, i sent an e-mail requesting confirmation of the e-mail that i had sent. on the 6th of November i contacted Customer Care and i was told that because they were busy, they had not opened my e-mail. i explained to the person that i was speaking to, what i had done. He said that i must forward a copy of my bank statement showing the payment. He then said that it will take 10 days to process. What puzzles me is that FNB, Wesbank and Direct Axis all fall under the same entity with the slogan "HOW CAN WE HELP YOU" The electronic trail is on their computers so i cannot see why i must wait 10 days. when you make a withdrawal it comes off you account the same day or the next day i need "HELP"

Regards Peter Richardson