Failure to respond on the query

I have sent an email to [Email Removed] on Monday 20.07.2015 requesting FNB to confirm payments of unpaid debit orders that went off my bank account on 27 Feb and 02 March 2015 for R 2661.94 and R506.25. They responded to inform me that they were not paid due to insufficient funds. I then sent an email again to ask them to check for me why if the debit debit were not successful my account was showing them as paid and they should indicate a day where the reversals happend.<br> I am not sure if that is too much to ask. I had requested that on Monday, today is Thursday and I'm only receiving a response to say my query has been forwarded to another department. How difficult for FNB to indicae to me a date where these transactions were reversed.