bad services from homeloan division

i have requested a refund on my bond account 3 weeks back ,i was informed after 3 days that i needed to go to the branch to sign the forms in front of a consultant ,which i did ,2 weeks later i havent received my refund and no feedback from fnb ,i have been phoning their homeloan division and all i hear is that the matter was escalated to nolene who is a team leader and i also emailed agnes chuene who is the manager and she never bothers by responding ,i am thinking of taking my bond some where else because fnb doesnt care about their clients .we needed the funds for medical reasons and now we are stuck not knowing what to do .