DISGUSTED BY THE EMPLOYEE OF FNB

I called in on the 23rd of December for a refund as i was debited for a loan i settled. Which is fine i understand that the debit was tracking however the employee never put through a refund request. I call in on the 3rd of January to follow up and was spoken to so rudely by an FNB employee. She informed me that an escalation takes 5 to 7 days and the refund takes 5 to 7 days. When i asked how can this be as then its no point escalating if it will take the same amount of days. How can an escalation take the same amount of time as the normal turn around time, her response was " Do you work for FNB, NO". I mean the level of rudeness is disgusting. The other employees was helpful however to the employee that was rude- you arent doing me a favour or any person for that matter. We call in for assistance not to be spoken to like trash- dont for a second think you are doing any customer a favor- you are doing your job which is serving the customer. I want a call from you to apologize for your level of rudeness, i will request the call recording as well- its a perfect example on how to drive your customers away.