FNB Incompetence with query

I have logged a eft reversal request on the 8th of November. I heard no communication back whatsoever. The turn around time was 10 working days. When I call in everyone at FNB tells me they will call me back with feedback. This is been going on for 3 days now. I am so disappointed with the service received from FNB. This is a urgent matter but no one cares. I logged a complaint with FNB still no feedback. This is the worse service I ever received.