BAD SERVICE

I was fine with FNB never had an issue with them until recently.My d/o was reversed i ddnt request for it to be reversed and they charged me R100 for reversing the d/o when i had funds in the account. i went to the branch , called the call center and was advised that they will send a refund form till now nothing ..REF NUM Rb ********** 47975. i went to the branch again i called the call center 13/06/19 16.45pm .. i spoke to guy at first who dropped my call, then i called again a lady answered (unfortunately forgot her name )she was verrrrrry rude , for someone who is working with sensitive issues i expected her to understand my side. My d/o was due on the 1st of June but she kept arguing and telling me about an EFT payment that i did on the 10th . i tried to explain to her but she kept cutting me off, i asked for the call ref and she just hung up on me...

Noone is giving me a clear explanation of what happened . i have never had an problems with FNB or have i ever missed my d/o's but the service i received really wasnt called for ... i need my R100 refund and that lady should apologise for making me feel like i dont know what i am saying