Delay in payment of refund

FNB deducted the entire arrears amount for my personal loan despite having an agreement with Groenewaldt Attorneys. FNB claimed that they do not have the agreement on their side. I sent them the proof of agreement and proof of payment of agreement. I requested a refund on the 30th. They said it would take 5-7 working days. Yesterday was the 7th day and my money has still not been refunded. Why must 1 always have to resort to social media before anything gets done???