Pathetic Service from RMB/FNB bank

I logged a request for a credit card transaction reversal on 24 October 2022. Filled out the necessary paperwork - Despite several attempts to get an update from FNB/RMB team - I am now told 4 months later that FNB will not be processing the reversal into my account. Extremely poor customer service- the RMB team was no help whatsoever - will be moving my accounts to a bank that can be truly customer centric.