Worst Client service ever

<p>I purchased two airline tickets with SAA on the 29th of May and the amount was reserved from my account. Subsequently the same amount was deducted from my account on the 2nd of June. On the 3rd of June I called FNB to find out if the unauthorised initial amount could be reversed as I was being double charged and the amount should not be paid to SAA. The first lady I spoke to sent me an Outstanding Authorisation Reversal Request. She then put me throught to the ***** department where I spoke to a guy who told me it wasnt necessary to complete the form and what has probably happened was that the system has not updated and normally if an amount is sitting unauthorised for so long it automatically rejects. He told me to wait for the system to do its thing. Which I did. On Monday the 6th I saw nothing had happened and decided to fill in the form. During the course of last week I called FNB several times to try see where my request was and see if there was any additional documentation they needed in the process. All I wanted was feedback to say Mr / Miss X is looking at it and we are trying to contact FNB. Instead I was just told by a team leader to not complain as FNB is within its 5day window period. I just wanted to know where in the process you were. She told me to call back after 5 working days of which I said Friday was the 5th working day since I sent the form on Monday at 7:52 am. The team leader told me that Friday is not the 5th working day as FNB does not count Monday 6th as working day. Im sorry in my view Monday is a working day and I sent that form at 7:52 am so thats a whole day. Your automated email does not make it clear that you start counting from the next day. I personally think your staff do not have good client servicing. I was then assisted by a primier banking consultant Pinky and she sent me an email to say she would call me "just now" last week Friday to give me feedback. I ended up calling her on Monday at 4:30pm as she had not called because apparenly her team leader told her not to call me as FNB was still within its SLA. Honestly from a client servicing perspective when is it ok to not call clients who are following up on a request to get THEIR money sorted. This is not FNBs money I am after. Its MY money that I worked for. I also sent an email on Firday at 12pm to the debit card auth team to follow up on my request and until NOW I have not heard a thing. Even if you are still within your SLA why does FNB choose to withhold information about a request? You guys are dealing with peoples money and the service I received from your bank takes away your honesty and transperency. Anyway its past the 5 day SLA and I still have not received any feedback about my money and what is happening. I also work in the financial services industry and I compared your servicing to ours. FNB needs to jack up and seriously sort out its client servicing as well as your processes. I am quite irritated with FNb please tell me when I can expect my money to be released!</p>