Disappointed in customer service and lack of support received!

I'm not sure where to start but I have been liaising with so many people at FNB around my refunds for payments made toward STA Travel. I've been busy with I don't know how many people requesting the same forms and proof on numerous occasions all to be told to contact another department as I didn't swipe my card but made eft payments for the last 3 months I've gotten nowhere. But I see other clients getting refunded for the same payment methods using the same forms and supporting documents I have submitted but to my dismay I have not been successful. Extremely disappointed as I have been sent from pillar to post with no resolve. Is this how you serve your customers? Having to repeat myself in so many emails to so many different people only to be sent to yet another department, so that I can just explain it again????