BAD CUSTOMER SERVICE

Really the best app but the worst customer service, been trying to reverse a payment made between my wife and my account, filled in the reversal form and fnb stated reversal has been completed but nothing, when using secure chat or calling in they tell me they can’t assist as they do not know where the payment was made from but its two fnb accounts! Another agents says the reversal has been completed, not one agent has said the same thing this is really ridiculous.