Pathetic Service from FNB Premier

I visited Dubai in May 2015 at the hotel they held deposit from my account which was due to me when I left the hotel. The hotel confirmed that the funds have bees released from their side and also mentioned that my local bank needs to release. I contacted FNB Premier and got sent forms to complete and sent back to them in July 2015. I got response that my funds will be released in approximately 30 working days since its international transaction. I waited and waited no correspondence from FNB, August came and went, same with September. When I send a follow up query I get an auto response that someone will contact me within 24 hours but no one ever does. Why on earth is this even called platinum banking when its even worse than bronze. I even had to withdraw from my savings because the money I had planned to use is being kept by this bank, against my will, at no interest charge!!!!