Lack of urgency and pathetic service

Pathetic service received from FNB Call Agents on the 13th June . I called in to followup on a request for a refund since I bought a voucher using eWallet on the 6th June.I was advised this would take 48 business hrs. Todate this is still outstanding. I then called in and was transferred 7 times without anyone knowing what to do. All their Call agents were *********** & 2 of them decided to answer the call and just kept quite and I could hear the Agents were there due to the background noise at their home or call centre. I'm frustrated as this is the same service received from Ladysmith branch when I went for card collection in May 2025 . The staff were just taking it easy with no sense of urgency. The whole process took me 45min.