Extremely Poor Service with no Empathy

The lack of service I have received from the consultants these past 2 days have really aggravated me, I have never complained about the service of FNB because they have always known how to treat a customer and this the first incident in the number of years i have had that surely makes me want to voice my frustration.<br> <br> I made a double payment for an item and immediately reported the matter and if they could assist with a reversal payment, i was asked to fill out a form and attach proof of payment thereof and that the matter would take 7 working days, needless to say upon sending those documents i was supposed to receive an acknowledgement sms or email confirming receipt thereof of which i have never received.<br> <br> Today is day 8 i call FNB up querying as to the progress of my matter only to be informed that i have to resend my documents and that will take another 5-7 working days and the lack of empathy i received from the agent was appalling, basically the tone i got was that i should wait about a week or two for a response.<br> <br> Is this what the Bank i love has come to? empty promises? no apologies and just attitude?<br> <br> Highly unimpressed!