No feedback or action from Premier Credit Card division

I have received no feedback from FNB Credit Card division for almost a week after I submitted the transaction reversal form and the necessary documentation required. This despite being a "Premier" user with my own dedicated bankers. As a result I have a transaction for R34000 still pending on my credit card that should have been reversed already that I am unable to utilise until someone from FNB sees fit to tend to my request. Not the kind of customer centric service FNB claims to provide.