Almost 2 months for refund to be processed

Regarding my cheque account *** which was overpaid after receiving the paid up letter late, I've requested a refund from Fnb and was advised to contact Collections dept which I did on the 26th of April , spoke with prudence molefe who advised that zanele masango would assist me but she was not available on the day of the call. Prudence sent an email to Zanele and cc me. Zanele only acknowledged the email after I contacted her 4 days after the email sent by prudence. I even emailed the lady at GL Attorneys who emailed Zanele the proof of payment. Every 2 days I've been emailing her she responds when she feels like it or simply keeps quiet. Last week Thursday she sent an email requesting my bank statement which I sent. I asked the turnaround time and the answer she told me is that the matter is being authorized and I'll be advised in due course. 2 days later I asked for progress , same response. No turnaround time or explanation about what is being authorized. Very lacklustre service id say. I need this matter finalized. The wait has been long enough. What is being authorized ? How long does it take to process a refund ??? This was an original complaint under the debt review dept but I was advised by them to contact collections dept. I've done my part , fnb needs to do theirs.