Bad Customer Service / incompetence

Called the FNB ***** department to reverse two card transactions from Click funnels, for the 17th of October 2020 and for the 16th of November but they've only reversed one transaction and closed the case without any feedback. They said reversals only takes 4 to 5 working days however it took longer than that, when I called the contact centre to make a follow up I was told that the requests does not appear on their side and that they can only see a request for R500 of which I didn't make. Case Number.