NO RESPONSE FROM BRANCH MANAGER

I emailed to the branch manager last week on the 08th, to date she hasn't responded but i can see she reads my mails. I encountered a problem with their ATM while trying to withdraw money which was sent to my e-wallet. i gave them all details of what had happened and also emailed the link from the fnb website where a guy responded saying they will refund my 1200. I emailed the branch manager for that branch for her to make a follow up as to why the funds haven' been reversed, to date she hasn't responded or called to apologise. The agent who assisted me Sumeshan was great on the day the incident took place. I requested the branch manager to send my complaint to her regional not sure if she will since she doesn't attend to emails.. I used to like FNB but their service is pathetic lately <br> They are *****ing up my credit record.