Disappointed client

On the 14 May I die an early settlement on my loan with FNB.On the 18 May they debit my account with the amount of R931. I phone the call centre on that same day , requesting a refund due to my loan that was paid up in full on the 14 May. I was given a time frame of 7-9 working days for the R931 to be refunded back to me. On the 29 May I emailed the loans department with ref ********** 41. Time frame for them to respond is 3 working days. Nobody contacted me , neither did I get my money back. I emailed them again with ref ********** 97 and this was on 1 June , still nobody contacted contacted me . I have been banking with FNB for +- 15 years and this is how you treat you loyal clients. I never had any problems with FNB and my queries is always resolved within the time frame given by FNB. Please resolve this asap as I have given you enough time to refund my loan . Regards Danielle Cupido