Bad service

I have been waiting for a Refund from FNB from 28th December until today. Initially I was told my refund claim will be processed and paid in 48 hours, but I'm still waiting, I have send several messages and there is no response from FNB.

I think this Bank operate like Government institutions. Requesting a refund seems like applying for a tender, the process is long and there is no any communication at all.