Bad customer service

Right now I am so so angry and disappointed with FNB collection departments service. For some reason they decided to double deduct from my account R1986. I called with my airtime yesterday morning for a refund and they told me about a 5 days turnaround time. I told the consultant ( Siya Chonco) that I refuse to wait that long as I have things to do with that money. I told him I have to pay rent with that money. I even asked him to put me through to his supervisor if he can't help me. He put me on hold, He then came back and told me that I will get my refund yesterday. He said latest it will be after 2 in the afternoon and he also promised to write an email to me, to give me an update. I waited till this but nothing. I decided to call and the person I was speaking to still told me about 5 day's and I told her that I won't wait for 5 days. I asked to speak to the supervisor of the collections department but they refused to speak to me and said I'm still within the turnaround time. In this case what is that I am suppose to do because I'm being inconvenienced with my own money that I worked for. It was was for them to take it but now it's hard to bring it back. FNB is ****.