awaiting refund for 5 months now

FNB closed my cheque account without prior notification or any notification thereof. A refund was made to my 'unaware of closed' cheque account by a retail store. According to the retail store, the money is in a suspended account floating with FNB. What is appalling is the fact that no notification whatsoever was made regarding these occurrences with my account. It is utterly deplorable for a bank that prides itself with 'making a difference' can be so pathetic with their delayed service. When trying to call the bank, we either get hung up on or no answer to resolve our issues which is caused by the bank. I have taken time off work to reopen an account with this same deplorable bank. However, no refund was made till this date!