Unresponsive support

It would appear that these days FNB only responds to complaints via social media, so there is no point in contacting them directly. I sent a request for assistance 4 days ago already with no response. I urgently need to return debit orders on my employers account but the online banking platform is not giving me any option to do so, and there are limits to the time period debit orders can be returned. If I miss the deadline will FNB refund the school?????