Poor customer service on assistance requested

Im an FNB private client and over six months ago I accidentally made a payment of 8000 instead of 800 to an absa recipient. I immediately requested my banker to assist me with reversing the payment and I was sent some form which I completed. 48 hours later I received an email that the issue had been resolved. FNB charged me for the service but to date I did not get back the money or be informed that the recipient refused to pay. Im really disappointed with the way FNB private banking division handles matters as this is not the only matter that they have failed to resolve. The infuriating part is that I have to contact my banker to ask her to follow up and my thinking was that a banker is suppose to be the one ensuring that the customer's needs are dealt with timeously. To date I don't even know where the money is and im just tired of talking about the same thing over and over.