Pathetic online assistance from FNB

I'm living and working in Tanzania whilst sending support home for my family on a monthly basis. At time I've used eWallet to send payment to my daughter and on the 5th of December I did just that so she could pay our domestic assistant. However, she did not get the sms with the PIN and after I communicated this via the web app without response, I had to do another transfer with immediate clearance as the person was in a rush to leave for the security's sake. The SMS was sent after this and after my complaint, it was nearly an hour later, this SMS did not have the correct PIN either. As I use internet banking and not cell phone banking, I tried to access my menu in order to reverse the payment - this is not an option when logging in from abroad. I was told the money would be returned to my account in 15 days - 1 second to transfer out....15 days to return? I waited the 15 days and due to being extremely busy at work, forgot about until today. I've spent since 11.19 SA time today trying to get assistance and am yet to resolve the problem as I've been told to login with cell phone banking again, which I've now done and the system says there are no transactions to reverse. The 3rd person to assist me today then told me to please verify my device, despite entering my password to access the system??? It's now 16.24 and they've asked me for my number to connect me to eWallet? That's 5 hours to get me to speak to a human to have my money returned to me. And to think, they say you're a Premier Client. Doesn't feel much like it!