Bad services from FNB

I have been an FNB customer for over 10 years and have had no problems. The first time I do have a problem I do not get service. I made a payment to the incorrect college, when I called the college they advised me to contact FNB and get them to reverse the payment. I called FNB and a consultant advised me to complete a cheque and debit card outstanding authorisation reversal request and email the document to ********** which I done immediately. The document was sent to FNB on the 22.08.2018 at 10:03AM. This morning I tried calling FNB and spoke to a number of consultants for over 20 minutes. Ashanda shouted at me when she became frustrated by my query. I am still not sure if someone will attend to my query or will I ever receive confirmation that my query has been received. The consultants transferred my call to numerous divisions and not one person has been able to assist.