FNB feedback means nothing

So on the 30'th of July 2018 I made a payment to our domestic worker for her monthly salary, on the 1'st of August 2018 she informed me that the account into which the money was paid had been closed (different bank to mine), and asked if I can reverse the transaction, to which I anwsered, sorry, no, but I wil phone FNB and have it sorted out immediately. Well, FNB told me that the funds should be retruned to my accounts within 7 business days maximum. So Monday, 13'th August 2018, 9'th business day and no funds returned, I call FNB again, sorry sir, but now they must log a missing payment with the back that the funds was transfered to. PS - Support request - Missing Payments CRM: ********** ********** 1 as received from Mildred Mushwana via e-mail stating "We have referred the request to our admin division who will attend to your request within 4-5 business days." So on 21 August 2018 I send Mildred a reply e-mail, 6'th business day, which is completely ignored. That afternoon I call FNB and the consultant also, according to him, sends Mildred and e-mail. On the 22'nd of August 2018 I again send Mildred an e-mail requesting feedback, and on the subsequent telephone call she confirms the last e-mail was received, and also that the turn around time has somehow changed to 7 business days. Mildred then promises to "take it upon herself" and give me feedback by 12:00 on the 23'rd of August 2018.

How is it possible that the FNB consultants do not know their own turnaround time?

Now I get told that the feedback is having to call the receivers bank and enquire where the payments is because FNB can't find that it was returned on their system.

So why not tell me that the first time I call, NO, I MUST WAIT 22 DAYS for nothing.