Please do your job: Its not rocket science

Transferred money to fnb forex and it was never transferred to my account. After jumping through numerous loops I eventually got hold of fnb forex and told them to send the money back to New Zealand. They said it will take 10 working days, that was 3 weeks ago. I used to work for forex at Absa bank so fnb can you please just call them and ask them how to do it cause you obviously don't and your incompetence is wasting my time