FNB uninformed BAD Service

I made and EFT payment by error, they said it could reversed in 30 days as long as I fill in the reversal form, it is now 30 days I can't get my money they are asking me for a Ref number and new rules for reversals I did chat to a consultant before the 30 days she said I must wait and did request the ref number from that Digital department and the consultant from the branch but they did not respond, NOW 30 DAYS later I can't get my money 😭