Bad bad service

I have been struggling more then a month now with fnb to refund me money that fnb owes me. First of al they said it takes 48hrs for a refund to reflect in my bank account, its a more then a month later and still no refund paid onto my account, The admin dept seriously needs a upgrade to more professional staff, coz clearly they are not comitted to assisting the clients as they should. This is so unprofessional and this is the second time I have a problem with fnb in less then 2 months that they just can not deliver as promised. I am sick of this and are considering to move to another bank, I have been a client for many years and never had this poor service from FNB in all my years being with fnb. I want this sorted out!!!!!!