Extremely Bad Service and breach of contract

1. I have sold my house with fnb and a settlement was paid to them, When i requested a settlement letter they told it will take maximum 5 days for me to receive it, more than 5 days later i still have not received the later, 2. i further paid them a house installment a day after the settlement and they are now refusing to refund my full amount back considering that the house isn't mine anymore. 3. When fnb was refunding the bond excess amount they processed it on a different account which is not mine. different from the one that we signed on their contract of which i feel is a breach of contract.