Reversal: Lack of feedback and Disintegration!!!

I made an enquiry on the FNB chat re- reversal of a transaction I made via EFT. I was told it can be reversed and I needed to send a form to *** which I did on the same day. I got a an automated email response with a ref number - ***, stating that it would take 10 days for the reversal to occur. I called yesterday to enquire re- the status and the agent told me she would check with her manager and email me in less than an hour re- the status update and to date no feedback. I contact the app chat again and I was told it would take 14 days to finish the process which is contrary to what the email I received when I submitted the form???? The lack of disintegration is astounding and let alone frustrating and I am tired of this back and forth!