Useless service

Why is my money taking so long to clear? I bought something from Loot that couldn’t be fulfilled, they sent the money back to me and they even stated it could take up to 7 working days in some instances. I can see in my history they have paid the money, the problem is now that it isn’t reflecting in my actual balance. It is now going onto 11 working days. After many emails and queries to FNB, someone FINALLY got back to me, even though I am a “private/premium banker”. I am told it can take up to a month and I must just wait. FNB also stated I must use an FNB card provider… Loot is one of the biggest online shops in South Africa, surely they are an FNB card provider? You service has being absolutely **** as of late. I even went through other posts about FNB and they all state the same thing. NO support. My husband has suggested that if this is FNB’s new standard, we will need to move banks. This will also include our new business account we were going to open in the next couple of weeks. One way to chase away customers is to not give them their money, and then tell them it can take a month. Who now earns interest on that money? Definitely not myself.