Day Light ******* from FNB Forex

My wife loaded a payment on the evening of the 10th of February 2020 for 2650 Euros. On the morning of the 11th of February 2020, while the payment status was "Submitted to Bank" my wife called to cancel the payment as she had made an error. She spoke to Bulelwa who advised that there would be a loss in Exchange Rate, which she understood so it was the next day. This payment had been taken from my account at the time she loaded the payment and went into a reserve account. Therefore, this payment should have been reversed on the 11th of February 2020 and returned to my account using the 11th of February's Exchange Rate. This did not happen! My wife called again on the 12th of February 2020 and spoke to a Supervisor (whose name she cannot remember) and he advised that the payment would be reversed by the 13th of February 2020. Needless to say this did not happen!! On the 14th of February 2020, my wife called in again and was put through to Bulelwa who advised her that the funds never left my account. This is absolute *******, as it definitely did leave my account. After being put on hold for a long time, Bulelwa came back on and advised that the money had in fact left my account. Bulelwa then advised that the money would be returned to my account on the 14th of February 2020 and quoted my wife roughly R 43 300.00. You can pull the call to hear the exact amount. My wife then advised Bulelwa that this was unacceptable that the money would be returned on the 14th of February 2020 with the current Exchange Rate. This money should have been returned on the 11th of February 2020 with the 11th's Exchange Rate. FNB cannot hold onto my money for three days and then expect me to just be happy with a loss of roughly R 2 500.00 when the loss should only have been roughly R 500.00. I want this matter looked into as a matter of urgency as my wife has made numerous calls to the Forex Call Centre and trying to get hold of Bulelwa and her Supervisor Zandile without success. This issue has been dragging on for far too long now. I have now submitted a complaint to FNB. They contacted me and I asked them to phone my wife as she deals with everything. My wife missed the call, and called back however was unable to speak to someone as no one had logged a note on the system to say who was handling the complaint. Two days later FNB refunded me R 106.80!! What is that meant to be for. This is no where near the amount that should be refunded. I sent another email on the 21st of February 2020 after this shocking amount was refunded, and I am still waiting on any form of feedback from FNB. This is disgusting service and day light *******.