ATT:FNB CEO...YOUR SERVICE IS ABSOLUTELY APPALLING!!!!

Iv moved to New Zealand last month. I had 2 refunds coming into my fnb acc from stores in New Zealand. One came thru and the other said I had to contact my bank to authorise the refund. I did. They sent me a load of forms. Spoke to a consultant who said it takes up to 10 days I shouldn't worry. Guess what..nothing!! Now R1800+ has gone off for an online purchase that i did not make!!!! I'v emailed the ***** department. I want this reversed immediately or I'm going to lodge a complaint to the ombudsmen and get my lawyer to contact your CEO. I trusted fnb and kept my account open as I'm expecting a fairly large payment locally in the next few months. I'm seriously considering changing banks. Why is this so difficult????