Lack of basic customer care

On the 10th of November 2018 I reversed a debit for a service provider that I had cancelled to date the funds have not been reversed back to my Acc. I called on Thursday the 3rd of Jan and spoke to Leviticus and he then asked for a reference number which I advised I don't have have that SMS and with the phishing schemes its not safe to keep banking SMS. So then I asked for a team leader to call me by close of business as they were all to busy to speak to a client and to date I still have not received a call back. Fnb I want my money its been more than 40days that I was not told of. Your service has been poor I'm even thinking of changing banks to an institution that really helps their clients. So much for "how can we help you". Hope I don't wait another 40 days to receive a call.