Poor Service

On the 5th of December i went to FNB branch(Natal Branch, Branch code 106) to make a query about claiming my money for the double transaction that happened in my account. The person who was assisting me is Dumisani, he gave me a form to fill-in and i returned the form to him on same day. He told me to wait for 7 working days and i will get the response. After 11 days, i went to the branch to check the progress of the query and i needed the reference number to check my progress. I was told Dumisani is not at work i should come next day and he is the only person who can assist me on this matter. On the Next day i was told Dumisani took half day leave i should come the next day again. I went there again and Dumisani could not find the reference number, he promised to send it the following day to me. On the following day, he sent the reference number via sms thereafter i phoned the branch to check the query status and to my surprise i was told the query was logged to the system yesterday (20/12/2018). All along the query was not logged to the system, i waited for 11 days for nothing, Dumisani kept my form on his drawer and i was told to wait another 7 days more. I would love to know what should i do??