FNB - Going Nowhere Slowly

For a payment reversal to be done takes up to 21 business days to be completed? Not in my experience, on day 20 an email is sent to me saying i submitted a blank form and the payment reversal cant be done. What the hell is happening to our country and banking systems my calls are dropped or not answered by choice after resubmitting the form still nothing has been done. For the amount of fees a person pays this bank youd expect service but there is none only a million different departments and none of them actually do ot help anything except transferring your call a billion times only to drop it at the end anyway. Its outrageous and pathetic. I want my money back and that reversal done right now !