DISGUSTING SERVICE !!! I WANT MY REFUND

I am beyond frustrated and disgusted at how FNB operates! I have a loan that was an arreas , i made an arrangement on the app to pay R715 of my arreas ( as they always advise us to use the app) when I do that I get told by the consultants that I shouldn't have and that they will debit their own amount -which is R2144, they do then they refund me causing charging on my end.. I then paid in R5000 thinking they will not debit but they did and ended up debiting R*** and my loan premium. I logged a request to be refunded my R5000 on the 26th of September AND I HAVE NOT RECIVED MY FUNDS! last week Friday I spoke with a manager from collections and they advised that I should receive my refund over the weekend. IT is Monday and I still have not been refunded, when I call in I get sent from department to department with luck. I no longer have funds to buy airtime to call and I still dont have my money back. Makes me wonder if FNB safe or what the hell is going on. THIS is absolutely pathetic service and I NEED MY MONEY BACK!!!!