Terrible unresolved service

I have contacted fnb via the secure chat on the 13th of September for assistance with an eft payment reversal. The agent sent me forms which I completed and was advised that the eta is 10 working days. Yesterday was the 10th working day. I contacted them again...each time I went through to an agent the ended the chat without assisting me. Eventually I was fed up. I contacted them today the agent nolutando tried assisting and said she was awaiting feedback from her team leader which took forever but she still didn't receive feedback. My query reference *** is still not sorted.

I won't advise anybody to deal with fnb it seems like their service levels are dropping ridiculously. Below is the chat