8 days later and my email is still nowhere to be found

First of all a how a p.o.s purchase transaction went through from my account without my pin is completely mind blowing but i will deal with that on another day because i know of course it will not be resolved. Now coming back to my current problem of reversing the transaction, i sent back my form on 2 October and received no feedback just some automated email and nothing since from FNB. I have phoned twice and on both occasions no one is dealing with this matter because my email is in the wrong inbox which by the way is the email address i was requested to reply to when sending back the filled in dispute form .Today is day 8 and i was told this takes 5-7 working days. I want this resolved immediately. I will not accept anymore excuses. This is just inept service. I am completely repulsed at the service.