FNB lets money float around!!

On the 21st of September 2015 I sent through a query to [Email Removed] to reverse and amount of R170.48 and I was notified that this takes 5-7 working days. It is now the 08th of October 2015 and till this day the amount was not reversed. Upon phoning the call centre I was advised that I may not speak to the authorisation department, they only accept emails. I was also told that they are running on a back log and they were supposed to let me know which they did not do. This was the first of 3 transactions of this type, the second transaction was reversed with in a day or two, the third amount of R200.00 was also not reversed yet - Thus R370.48 of my money is floating somewhere and FNB cannot tell me where and why this happens so often? <br> The level of service at FNB is absolutely unacceptable. You would expect a bank of this size would offer customer service, but they are like a bunch of armatures. <br>