Bad Service

I've been waiting for a refund from FNB after a consultant, Nathan Sampson, incorrectly opened a totally new account instead of upgrading the account I had. This led to extra bank charges and money was then mistakenly paid into this wrong account and due to the account being in a negative money due to me was taken. I've been waiting since end Oct 2020 for my refund. We now close to end April 2021. Almost 6 months. I'm sure if I was the 1 owing them money I would have been listed with Transunion by now. This in a time where most people are struggling financially due to salary cuts and so much more. I'm still with FNB but all of this is leaving an awfully nasty taste in my mouth. I've been with them for years now and had no trouble whatsoever until now. All I want is just the money owed to me. Thank you