Disappointed at the service I'm getting

On the 26th of January I contacted your collection department about the request to reverse an installment that was paid to a closed loan account. Vongani advised a request was sent to finance and refund will be done in 5 to 7 days. On Monday the 6th. I contacted the same agent. He said the request was sent and he will do a follow and turn around time is 48hrs. Till today I'm still waiting. I really do not understand why I'm always this kind of service from FNB. This is 3rd month and I'm so tired and defeated