Conflicting information from different divisions of FNB

Yesterday, I was alerted to a possible ****/********** payment made from my credit card. I called the helpline and the lady advised me to cancel the card and apply for a new one, which I did. I was also advused to fill out a dispute form and hand it in to the bank, which I did. Today I received an sms informing me that the company in question has initiated a refund of the money back to the card (despite my emails to them telling them that the card has been cancelled and providing them with my banking details instead). I went to the Killarney branch and was told that the money will reflect on my new credit card. I wasn't convinced so I called the helpline again. I was told that the money will not come back to my account or to my new credit card, and that I'd just have to wait for the money to be rejected and then ask for it to be refunded again. One bank, two very different answers. I am not impressed. Shouldn't there be a single way of dealing with this issue that all FNB employees should be aware of? I am pretty sure if I went to another branch, I would get yet another conflicting solution. Please can someone tell me exactly what happens in a situation like this and let me know if I will indeed get my refund that had already been initiated? It is not a small sum of money and I expect my bank to know their policies and procedures across the board.