FNB - how we will ***** you over??!!

FNB - how can we help you ? should be FNB - how we will ***** you over??!! On Wednesday 25/04/2018, I made a purchase from an Ackermans store. I wanted to use my FNB debit card, The cashier swiped the card twice and it declined both times. I have the sms notifications to show the transaction did not go through. I then went and drew cash from the ATM and went back to the store and paid with cash. The transaction was for R1009.60. The following day I was doing some eft payments and noticed my balance did not look right. My balance was less by this exact amount yet there was no record of the transaction on my statement. I immediately phoned the FNB call centre and was told by the consultant she could see that the balance was incorrect and I need to fill out a Debit card authorization reversal request which I did and sent back on the same day, Thursday, 26/04/2018. I received a reply email with a reference number saying that I would receive a response within 5 business days. This morning, I called the call centre again to follow up and check what progress has been made as I calculated that tomorrow would be the 5th working day and I wanted to make sure that this amount would be reversed. The first person I spoke to, Gift Moroko told me I had to wait 40 days!!! 40 days to get my own money back for FNB's mistake?? How unfair is that? I asked to speak to a team leader as this totally unacceptable. After holding for 10 minutes, Gift comes back to tell he was wrong it is 5 to 7 working days! I then asked for feedback on my request as I have a reference number. He then tells me no, he only deals with telephone banking and he cannot assist. Says I must speak to "admin". But he cant tell me how to get hold of admin!! By now, I am extremely frustrated and ask to speak to a team leader. I get put through to Clinton Bopp. He tells me that no Gift should have been able to assist me and would have been able to check my reference number. However, according to Clinton, 5 working days will only be on Tuesday, 08/05/2018 and I can only phone then to check the progress of my reversal. My problem is this: 1. I did not do anything wrong, the fault is on FNB's side yet II have to send emails , make phone calls to get MY money back that should never have gone off my account. Where is this money sitting earning interest? not in my account where it should be! 2.Your consultants have NO idea what they are talking about, each one gives you a different story to try shut you up. 3. If nothing is done by Tuesday (7 working days later), only then will you tell me and the issue could take even longer to sort out. 4. I did nothing wrong in this situation yet I am out of pocket for over R1000. I am a single mother and this is a lot of money to me. I have other expenses to be paid. But due to FNB's complete incompetence I cannot pay what needs to be paid until I get my money back