Extremely disappointing experience with FNB regarding my outstanding refund.

My refund has been outstanding since 3 August 2026. Every time I follow up, I am told that the Finance team has a backlog. I understand that backlogs can happen, but why should the customer have to be impacted by an internal backlog? After numerous follow-ups, I eventually lodged a formal complaint on 17 August 2026, reference ***, and was advised that the matter would be resolved within 48 hours. The 48 hours came and went, and this eventually became 5 days without my refund being processed. I followed up again on 24 August, only to be told that the matter had been escalated yet again. It is now 27 August, and I am still not assisted and still have not received my refund of R1264.