Bad Service from all bres

So now have been calling Fnb about a refund requested, a while back I called their call center and requested a refund with them for debuting more than the arranged amount, and the consultant said the money will be processed withing 3 to 5 working days, now its been almost 2 weeks and when I call to find out why hasn't it b processed. Some consultants hang up, saying they can't heare, on the after they just heated all my details as verification