Very Poor service FNB

Pay To Cell reversal department which is Digital Recalls their email is <***> Very bad service am not happy at all, I requested to get help via Pay Cell reversal 28 February 2024 and the guy who helped me told me that I cannot do reversal on my banking app / cellphone banking I need to complete a reversal form. I did and sent 29 February 2024. Apparently, it takes 3 to 5 days for reversal to take process but till today my money is not reversed. They've sent me an email saying I need to provide them with a service reference, but I never got such from them. When I tell them I did not get any reference they decided to ignore me and no respond anymore . Its 9 days now requesting a simple thing to reverse money from the cell number I sent too, then put it back to my bank account. Am so disappointed with poor service I get from First National bank.