4 weeks without getting any Feedback, i am taking my complaint to the Ombudsman

i have been waiting for a mere feedback as to why only one month premium that old mutual had deducted was refunded into my account when i had reversed for and i have not been getting any response from FNB, they kept telling me that it has been escalated to the manager, someone will call me but no one has contacted me with the answer , not even my private banker, is been 4 weeks now and i taking this matter to the banking Ombudsman i am tired of hearing same excuses.