FNB MISLEADING CUSTOMERS - TAKING IT TO THE NFO

On the 29/07/2024 I did an online transaction for a SHEIN order, made payment online via the Shein app, the next day I see Shein cancelled my order due to payment not been received. I got hold of the bank immediately to get the transaction reversed. I was sent forms to fill in and send back to *** with the proof from Shein stating they did not receive payment. Got an email back from debit card auth -"Thank you for communicating with FNB Cheque & Debit Card regarding your Outstanding Authorization Reversal Request. Please be advised that we will respond to your request within the next five (5) business days. Please monitor the account after five (5) business days to ensure that action has been taken, or the account balance has been adjusted".

Today is the 14/08/2024 and the reversal has not been done, when I contact FNB I'm told it will take up too 30 DAYS!!!! FNB the response email from debit card auth is misleading the customer's, I was under the impression I would have received my money back by now.

I think I need to take this up with the NFO (National Financial ombud scheme) what was stated on the response email from debit card auth is what is supposed to take place, not say check your account after 5 days and nothing... then when we call, we get told we must wait 30 days.