Bad customer service

So yesterday I was trying to do a reversal on the app and cellphone banking but both didn't allow me. Fine so I called the fnb toll free number and I requested for reversals on my FNB funeral policy as I have an emergency situation. Fine when I got through the general quire's department I was told that only funeral department can do that fine I asked them to transfer me when I got through them they told me to contact general quire's I explained to them that I did they said they will put me through to retention I will be assisted the retention said no they can't.. consultants have been transferring me to different departments without helping me the whole day until I got through to the mobile department which that lady advised I should go to the branch which I did when I got there the consultant told me that they are not allowed to do that and she spoke to the branch manager which instructed her that she should send an email to Joburg for them to do the reversals and I was promised that my money will reflect same day but I won't get any sms I just need to keep checking my balance.. even now I haven't got anything. And I have serious matter to resolve and I have advised the consultant of FNB life that I will rearrange a payment date again.. I have every right to revers that money because it is mine.. please sort this matter ASAP. FNB service really sucks

Lerato Mpofu