Complaint regarding service - no Feedback

It is one month later - I have received a complaint number ***NF. No follow ups, I have phoned a few times, after which I eventually got feedback that they are busy with the complaint. The the company that needs to refund the money, indicated on 24/06/2021, that the amount to be refunded will be less than the original claimed since there was fees that have been deducted. I have requested FNB to send through the new indemnity amount. The request was only forwarded a week after I mailed it, to fnb to the ***** managers department. All that I received was a new complaint nr , Reference***. I have phoned FNB AGAIN, on which I received the same reply, we will come back to you??? I am still awaiting feedback... I am extremely frustrated with this situation.