Extremely poor service

I am really disappointed with how fnb handled my ***** case. I thought I would just forget it but it is really bothering me. My family and I are really considering leaving Fnb. It's better to go to what they(fnb) consider a small bank which is Capitec. Capitec is doing very well for a small bank and I think fnb can learn a thing or two from how they run their business. Firstly I called fnb to report my case. After them not being able to assist me over the phone, I drove to their Southgate branch. Taking into consideration that two days prior I was at that branch for a service which was not handled well at all. Anyway for now I just want to focus on this case. I was assisted by this guy by the name of Musa. He made me complete a reversal form as I was reporting the ********** account which money was paid to and I needed to recover that money. After completing a reversal document he told me that it takes about a week for the process to be complete. He then after said because it's ***** I also have to call their ***** department to report a case of *****. I used their in-house service to call *****. Mind you before I reported this at fnb I had already called Capitec and they blocked the account but advised me to further report the matter to my bank so that they lease bank to bank. Anyway ***** department listened to my case and the lady went on an called Capitec while I was on the line which is good and reported back to me that they blocked the account in question but I already knew that. Anyway she told me that to further complete the process I need to make an affidavit and open a case with the SAPS, get a case number and wait for someone to call me back within the next 24 to 48 hours. I then prepared all documents. A week passed and on the eighth day day I get an email from Musa at the branch saying they don't do reversals on ***** cases so this is out of their hands as it is a ***** case and he gave me the ***** department's number. I was very angry now because what it means now is he did not know what he was doing when he made me complete the form and only to come back to me after a week to tell me something else. Anyway I now must call the ***** department which promised to come back to me within 48 hours and we are on the second week without anyone calling me. I then called and they checked who is handling my case and the gave me details of a man by the name of David Mashaba. I called his number but was no reply. I tried throughout the day but couldn't get any response. The following day I got hold of him after a few attempts. I asked him why was I not contacted until now as promised by the bank. He told me that it's peak season and they are very busy in this period of the year and said to me he is sorry but as he already explained they are busy he repeated. I asked him a simple question that could he not acknowledge buy calling me or sending an email just to tell me that busy nonsense he is claiming. Anyway I then told him that I am sending necessary documents and I expect him to attend to them immediately. He told me that he will do it immediately and it will depend on how quickly Capitec responds and he will come back to me. A few minutes after sending documents he came back to me with feedback from Capitec that all funds were withdrawn from the account in question. This to me showed me that if you don't put your feet down you will never get good service at FNB. I love this bank and it saddens me to think the reason I am considering moving its because of its inexperienced and *********** staff which are bringing the bank's name into disrepute. But I don't entirely blame the people on the ground. I truly believe Management is the main cause of this problem. FNB has good systems but is does not help if their staff is inexperienced. It like taking your very expensive Ferrari and giving it to a drunk man.