Unprofessional agents / no help from FNB regarding Reversal

On the 14th of May i sent money to the wrong person, i spend an hour on the phone just trying to get help, agents are dropping calls and not giving me correct number. i eventually got help filled a form and I sent an email for FNB to reverse the payment i made in error . an automates email was sent to me and they said after 10 days they would get back to me till today , i tried calling back and the agents are just dropping calls , I dont know what to do been waiting for FNB to reverse the payment , I sent an email nothing happened