FNB - appalling ***** assistance

Appalling handling of a ***** case. Refusing to refund based on no information from myself as no one from the ***** department contacted me to establish what occurred. Claims communication was sent to me explaining the decision. I received no such email and have been bounced between ***** department and customer service daily as each department claims they cannot help me. I emailed my apparent ‘personal’ banker twice but have had zero response. Went into a branch today who contacted the ***** follow up department who guaranteed the above mentioned emails would be resent within 2 hours. Still no emails yet I cannot appeal the decision without confirming I have the emails. Clearly doing everything they can to NOT assist their customers.