Bad service

Today it's a month still waiting for my ewallet to be refunded. I spoke to Dominic Mdlalose who was excellent he called me every day as he was doing his investigation and he even told me my query was forwarded to people that will refund me the money. Noami Kekana which I believe she is the one handling my case sent me an email asking for my banking details I did sent them Thursday the 7th she said they will update me on the refund til today she hasn't called me or send me communicate of what is happening. What makes me sick is that I'm the one calling FNB where is their customer service we care about our clients. Is FNB doing this to me cause I'm not their client. This matter is really making me sick and frustrated cause this money was meant for my kids fees now I'm behind