Customer Service

Last week I requested a reversal on my account as it didn't give me an option online. I had someone from FNB contact me via email, but after providing the details, I have heard absolutely nothing. I took the liberty of calling FNB, sat on the phone for 30mins trying to get through. This is most frustrating. Why did the consultant bother emailing me back to request the details if the consultant isn't planning on helping with the enquiry? Email below -

Thank you for affording us the ability to service your banking requirements. Please provide the debit order details disputed to assist you efficiently with the reversal. I hope you find all of the above in order.