Fnb' "how can we help you" is not true

I was recently send a message advising my reversal of 2 unauthorized debits were resolved & the monies would be refunded in 5 days. It's now the 7th day & still no money. I called the call centre to query this. I was pushed from pillar to post, & after 20 minutes of waiting my call was cut. This is pathetic service from a bank who always states , FNB, how can we help you? You certainly did not help me. I wont hold my breath for positive feedback.