FNB lying about permissions on reversal

Made a wrong recipient transfer in error. I immediately noticed my mistake, and started the reversal process. What an absolute unprofesional bunch of employees. NO one can be telephonically contacted. Their outcome apparently was that the recipient did not give permission to reverse the funds back. I rep**** with the letter where permission was given. Till now no feedback whatsoever. Samantha Adams doesnt reply at all and cannot be contacted. Every time I asked for escalation, I get told they will reply 24 to 48 hours( After 2 weeks, I really dont want to wait another 48 hours). I have been a client for over 10 years with my policies and my wifes business account with them.