Terrible bank who never give feedback!!!

I received a proof of payment from the Hotel in Amsterdam on 15 January 2016 for a reversal on my credit card. I paid a deposit to the hotel in December 2015 and they provided me with proof that they paid the money back into my account. I contacted FNB on 25 January 2016 as the money was not yet reflecting in my account. FNB asked that I contact the FOREX department and I did, the FOREX department asked that I send them an email with the proof of payment in order for them to determine where the payment is. I did everything they asked and I received an email from the FOREX department and they undertook to respond within 1 working day, this was not the case!! I phoned the FOREX department on 27 January 2016 and emailed them AGAIN, after no response after the email undertaking to respond within 1 working day I phoned and emailed AGAIN on 29 January2016. I have sent another email on 4 February 2016 but I doubt that I will receive a response from FNB as this is the forth email and they don't respond at all!!!! That money is due to me and I provided FNB with proof that it was paid in my account!! FNB never give feedback!!! FNB did nothing for 2 weeks about my query, that is shocking!!!!!