I just want my money back

I went into an FNB branch on Tuesday, 02 January to do a reversal of a pending debit that was cancelled due to the order with the supplier being cancelled. On that day, the system, Hogan, was down, but I signed all the documents with the staff member and which she only submitted the next day (03/01). Up until now I have not got the reversal. When I have done such things before myself without going to a branch they sent responses saying up to 5 working days and there were no problems. When I call FNB, I am met with such cluelessness by the staff who answer the phones as if the department doing reversals is completely a different entity and I must wait for 7 working days from the Wednesday the staff member submitted it to get an update. Tomorrow is the 7th working day and I need the money by Saturday the latest. Its unfortunate as my boyfriend was considering changing banks to FNB so we can have streamline our finances but has been up and down to the branch with me to witness this incompetency.