Debit orders

I have received the worst experience with FNB . I recently paid off a personal loan a week before I would usually be debited & closed off the account . FNB still debited me on the 25th of which I have been trying to get ahold of me . They advised I would be refunded within 5 days due to the public holidays . It’s almost 2 weeks now and still I have not received any feedback from them nor have I received any help from them via the calls I have made , they just transfer you to the next person . I would definitely be moving away from banking with them .