Bad service

I have sent through a form for a double debit that was done on my account. I have completed the form , and got a reference number, yet when I call into the call centre department they can't assist me nor do they know how far my query is. I am at a point where I feel I need to switch banks because after 5 years of being with FNB I find this to be very *********** and this horrible service to be a spot in the face. Originally I was told that the query would be resolved in 5 days, now I am being told it will take 7 days and the fact that my query can't be seen on the system makes me feel like no one is even attending to my query