Dumbstruck

I am actually getting annoyed with FNB at this stage as seems that NOBODY actually gets back to a person after a query or sending several emails. After a previous query I was refunded money temporary and it was deducted again, after requesting an answer on the outcome I was informed that this money was loaded now permanently on my credit card but this is not true as the balance does not reflect it or even the available balance does not show it. Will it actually be possible for some one from FNB please explain to me what is going on?