Payment reversal

On the 30th of June I send a query regarding the reversal payment on 1 of their branches .the staff was so helpful and they told me it's Gona takes up to 10 working days ,which excludes weekends n public holidays .

Since I have been querying with fnb headoffice ,they never give me feedback ,I kept sending them email they keep telling me to keep waiting for 10 days . Everytime when I send emails ,n when i call I hold n your agents will keep telling me they don't deal with this matter it's an online banking , they will escalate.

Since they escalating but I never received any feedback. Or I must keep waiting for those 10days until I don't know.