Going into a branch as my query may not be resolved telephonically

I returned an unauthorised payment from my FNB account due to the fact that the amount exceeded R200, I had to go into a branch and my query was logged. It is a week later and funds have not yet reflected in my account. This is poor customer service from FNB as I am unable to follow up telephonically and have to go into a branch in order to have my follow up on my complaint.