Disappointed and Very Angery

I made a request for a refund on 26/06/2019. Today I called in to check how far FNB is with my refund and I spoke to a very rude guy telling me that he does not see a request for refund made and that there's no need for FNB to refund me. I have an arrangement to pay the arrears so I fail to understand why FNB deducted the entire arrears amount again. This is really frustrating. It is my rent money that FNB has taken. Last month I experienced the very same treatment from FNB. I have a very good mind of closing that account and not paying that arrears and loan amount and then we'll see where you will get your money from because despite trying to make arrangements to pay off what I owe I am still being abused by yourselves.