FNB poor service

I cannot understand when you report a matter and find out that you the loser to ***** which i feel when transaction simply could have just been reversed and then no one would have lost.

Reported an incident a form send to complete done this and were told i can still get my money back as it is pending.

When following up on this i were them told is a ***** case.

Know i am the biggest loser I then put a claim in and the words says valued customer your complaint will be dealt in 5 working days.

Does this sound like you value your customer and make him loose money.