Bad customer service

Really I don't no what to say anymore,this is the worse service that I have ever received from any bank and I have come to a road where I have decided to close my account with Fnb. I have called 2 to 3 times day this week for my refund, J was told on Monday that it will be refunded in 24 hours time and today is Friday and still nothing. A Miss Shenaleigh Habbedeen is handling my account Apparently and this lady hasn't returned any of my calls that I have made. I have spoken to your call center lodging a complaint and they have escalated it to her,they have tried putting me through to her ,but no luck. I have now received the forms from the Obudsman to lodge a complaint. Really I don't know what to do anymore. What's worse is that I have a loan by FNB but it seems that nobody in the loans Department is trying to sort out my account or for me to pay FNB .