ARN number, FNB is CLUELESS

No one at FNB knows what an ARN is! I have been refunded by Emirates and FNB won’t help me find the payments. Ironic for a slogan “how can we help you”. Emirates says they need to put the money into my account as it has already been processed to my card but FNB won’t even hear it. Staff is ***********, they know NOTHING!!