Bad service from FNB and Reggies

On 5 February, I returned an item to Reggies Clearwater and my card was swiped for a refund. No credit was received on my account, so I queried this with Reggies on 9th. Lebogang advised me that he called FNB who had told him I must wait 10 days for the funds to clear in my account. On 20th February, I had still received no credit to my account, so contacted Lebigang again. He advised me that he had logged my query with FNB and was waiting for their response. I, found this unacceptable and contacted FNB directly. I spoke to Liona in the merchant services who was pathetic...did not even want to help me because I was not the merchant but the cardholder. I asked her to direct me to her supervisor.She then advised me that her supervisor, Rosemary, was not available. I insisted on speaking to someone with authority and she put me through to Eileen in escalations. Eileen advised me that it would take another 10 days for a response on my query and she could not push my query forward as that would be unfair to other customers! So...am I really supposed to accept that it is ok to be out of pocket of my refund for a total of 28 days!! Absolutely unacceptable service from both FNB + Reggies