Pathetic Customer Service

I recently travelled abroad without increasing my daily international withdrawal limit. I tried to draw an amount of R22 000 of which I received R10 000 cash and R12 000 was rejected due to the limit not being increased. A few days later I swiped my visa card and it rejected due to insufficient funds. The day I returned to south Africa I visited Fnb in malvern to query my balance and was informed that the R12000 that was rejected was on hold and I would have to wait 5-7 working days to have this money returned. On the the 7th working day I visited Fnb again and was told that I would have to wait another 5 working days any for response and a further 30 days for the funds to be returned. Surely a consultant could have contacted me regarding this matter as I have had no communication from fnb at all. Especially considering I now have to wait a month for this matter to be resolved. Being a long standing customer of fnb I cannot accept such awful service. I am now looking into switching banks and moving my home loan. I have never had a problem with fnb prior to this so it is very disappointing.