Disappointed in FNB

My dad has made a payment on 3 June 2022. On that same evening we sent in the Reversal Request form. We received a reference number that same evening. On the e-mail of the reference number FNB confirmed that it will took up to 10 working days to action the request and they will provide feedback on the reversal attempt after 10 working days. My dad didn't pay and clear the payment. We received an e-mail on 15 July 2022 that confirmed the request has been submitted to the FNB reversals department for processing. We also received an e-mail that confirmed there was no money in the specific account. My dad went to a branch the Saturday morning 4 June 2022 and the personal confirmed that they can't reverse the money. If they reverse the money that weekend my dad would have got his money back because he didn't pay and clear. My dad is very disappointed in FNB because he is a member for nearly 50 years.