fnb customer service is zero

on the 25 of july i made an error when i was paying someone with my fnb telephone banking app i send an email for a reversal and even went to the branch and complited a form with an asistant from a cosultant i was advice to wait for 21 days and then on 16 of august i got a call from Bokang Mohale who promised my query will be sorted in 2 to 5 days but nothing and when i call they send me from pillar to post