Fnb poor customer care!!

Fnb have the worst customer service ever. I have a credit card on my fnb app which is not even active! I made a mistake by transferring money into this account and discovered that I can not transfer it back. I called fnb with the hopes of them assisting me on the 22nd of December 2018, I went to the bank where I was informed they can't do anything and that I must send an email to an email address and my issue will be resolved in 5-7 working days. Now I understand that there were a few public holidays, however I have sent numerous emails to find out the process with no response, I called fnb again today 7/1/2019 to which I was told that they haven't even assessed my enquiry? And they can't do anything I must call a different number tomorrow. This service is absolutely shocking, at least keep me up dated as to what is happening with my money. Definitely considering moving banks after this service.