Poor Service

I am so not happy with FNB I requested for an ewallet reversal on Monday and I was told it will take 24 to 48 hours to reverse the money. When I do a follow up today the gentleman I spoke to said nothing has been done the money hasn't been reversed. They said they will charge me R80 for a reversal and that okay I don't mind. But why is my query not resolved because I need this money urgently. I am so not happy with the service.