Connect sim complaint :*** not resolved for two weeks

On the 6th of May I visited an FNB branch to reverse a connect sim debit order from my account. I spoke to the consultant and told her I called in january to reverse previous debits but it was never done and the debit order went off again in May. She assured me there was no usage on the sim and that i would be refunded three or more installments of R 269.00 each. i received a sms on 11 May 20 stating my reversal of r 269.00 ( one installment would be done) . i called the connect sim department more than ten times and each consultant I spoke to explained my story, then they drop the call. i then received a very arrogant e-mail from the Connect admin team stating I took a contract in August and if I wanted to see the documents I signed I would need to go into a branch (which I did do) and they would not be refunding my money. i then told them if I am not going to be refunded I want all the data from the time the debit order started or for how many installments I paid. They also advised unfortunately this cant be done because data expires.I then complained on the FNB website complaints department and for the last week they have been awaiting a manager to call me or for feedback, to date no one has even bothered. I want all my money back from FNB or else I will be reporting them to ICASA and also the banking ombudsman, This is ****************. They dont even bother to respond to queries. My reference for the complaint is ***.All in all FNB owes me R 269.00 x 5 months the debit order ran or the total data for the entire period the debit order ran. I want this resolved as I feel I have given them sufficient time to have it sorted. And also why does it take 10 days to refund someone their money into the same exact bank account you debit and bank with.i will await a response or I will pursue this matter much further. I also went onto my online pbanking profile and checked and one of the consultants explained and seen even after I have complained the sim is not cancelled as promised so they probably want to debit me again.