Disappointing service

I’ve had a rather unpleasant experience with FNB that has left me more than R4,000 out of pocket. A ********** transaction was done on my account (apparently in Europe where I’ve last been years ago). I reported this to FNB (on the 6th of August)and I was told I would be refunded in 10 days’ time. On the 11th day (23 August ), no refund had been processed and I called back only to be told that due to a technical error my issue had not been attended to. I know R4,000 is nothing to FNB but to me it’s a small fortune. I really cannot understand why this has taken this long to resolve or why I’m the one who has to constantly reach out to FNB. I really expect better from them. I’m sure if I owed FNB R4,000 I would have received threatening emails and I would have been asked to pay interest on that amount. Very disappointed to say the least. What they say on their ads is not exactly what I’m experiencing now