Poor customer service

Utterly disappointed in the way they are handling my refund. I had my FNB account with them and I should have made my final payment which they deduct a full installment and not what I actually owed. I called them numerous times and all of their consultants keep saying they will put me through to the right department and then end up cutting the call. I recall talking to a lady named Lesedi four times on two separate occasions and all four times she put the phone down in my ear. I am struggling to get refunded on the access amount they owe me.