Appalling Service

I have banked with FNB for years now , I have had good and bad days with them. Today I am currently sick and tired of them not responding to my query. I purchased flight tickets on the 13Nov , the travel agent cancelled one ticket and voided the transaction of 4020.00, that amount should have been reversed immediately or after 24hours. Till todate the amount is still pending. I was emailed a form by fnb to request the transaction to be voided , they said they would respond within 5 working days still nothing. I called them again on Tuesday only to be advised I was give the incorrect form , send the new form with supporting documents but I’m still waiting for them to simply click and release my money they are holding . I am really considering moving to another bank so I can get appreciated