Debit card Dispute

I hired a car through my banking app after my sister had recommended it to me. She has had a great experience using Fnb and has never had trouble with her refunds but I have had a rather unpleasant/ different experience. I since returned the rental car on the 29th of September and to date have not received my money back. I went to an fnb branch in Centurion on the 4th of this month and was told that I should wait about 7 days for the money to reflect in my account. Waited that out and nothing happened so I decided to try secure chat and I received a form that I apparently needed to fill in. I was then told that after submission of that form to the email provided, I would get feedback in 5 days which I never got. I then decided to go to the bank again to follow it up on the 21st and I spoke to someone over the phone together with the consultant and this person said that I needed to fill in a form, which I told her I already did and she then said that no one had actioned it and that she would escalate it and I should get my money in 48 hours. Today again now at 21: I did another secure chat and I am being told it will be escalated and should wait another 48 hours!!! I did not expect such service from Fnb and might not consider using such services through them again. The run around is really draining.