Reversal, Dispute for cancelation

I contacted FNB about the accommodation reservation that was canceled for a dispute and reverse my money, I was taken from pillar to post and later was sent a form to complete. I did so and I received an automated response that FNB will come back to me in 5 days working days but it is now 8 days and when I call no one can give me a better explanation. I never received such with any bank and it breaks me that this money can help my family during this hard times but FNB keeps playing with my feelings, I will never encaurage anyone to open their account and need to cancel mine too.