bad attitude from forex consultant regarding a reversal

i had made a payment on the 2/11/2017 and it was incorrect. i immediately emailed lindiwe mpila explaning the situation as it was a forex transaction i understood i will only recieve a response on monday 6/11/2017.

the payment went off only on the monday 6/11/2017 after i had already emailing asking for a reversal or cancellation of the amount due to the reciept being deceased.

i had no response from her and made several attemts to get hold of her to notify her that the transaction had gone of my account and needed to be reversed. eventually i got a response from her after going back and forth and she had told me a reversal will be done and will take 7-14 working days.

till date i have recieved nothing. i finally got hold of the team leader Mertle Van Ross that informed me that the entire amount cannot be reversed just a quater.

i personally think this is unacceptable and unprofessional. lindiwe was surely incompetant in trying to assist me immediately and i dont understand why the full amount cannot be revered. it is my right as an fnb client to be able to receive best service this clearly was not done. the amount is not small and i cannot accept just a quater. had lindiwe done her JOB this wouldnt be the situation. i am starting to believe fnb doesnt value their client. why offer a service if you cant comply.