misleading information

i called FNB with regards to a debit order which went off on a wrong date. I took my time and called them and was kept on the line for 15 minutes before i can talk to a consultant(Mr Gumede)he advised that a reversal will be done for me after 48 hours but i did not receive the funds. Today i call them again just find out what is happening stayed on the line for another 11 minutes only to be told that my hard earned money has not been allocated to my account , i will have to wait for 5-7 working days. Why are your consultants misleading us into having hope that our queries will be attended with a sense of emergency and then when you take your time again and hear a different story . i am disappointed and very angry as i have other needs and debit orders which have to go off