Disappointing service from FNB

I went into the branch at Kenilworth Centre on the 22 December 2020 at 14:24pm. I spoke to the branch manager to assist me with a ********** Debit Order that went off on my account on the 18th December from a Debt Counsellor S and J Solutions a division of F/C Financial Services. I received a case number CAS***M7P4R2. I was informed by a lady named Erin Young that the reversal would take 72hrs for me to get my money back. I called again to follow up on the case number as I received no Refund, only to be told by the consultant that it takes 7 working days. To which I was very upset. After 7 days I called again and was again informed that it would take up to 14c working days. When I called again today they informed me that they cannot do the reversal and that I need to contact the company myself. To which this company is refusing to reverse the money

I find this very pathetic service from FNB as I entrust my money with FNB. This transaction was done *****elent and everyone has advised me that FNB has the mandate to reverse this transaction.

I want someone to get back to me asap.