Bond Refund

FNB does it again! Im not please with FNB especially their call centre agents. Im calling for a refund after a double payment is made and im being taken from pillar to post. There's no proper process in place or a specific dept to call I must be transferred all the time. Ive already spoken to 3 home loans departments and none could assist. The last person I spoke to didnt even bother to tell me where they are transferring me to and on that line it was a mailbox and they phone just hung up. What makes me angry is that I experienced yhe same thing lasr month and it took them over 10days to do a refund anf they agents confirmed that a debit order is cancelled, surprisingly the debit order went again this month. Can someone please assist me here whats happening? I need my refund immediately I have bills to pay!!