FNB at it again????

My bond payment was paid twice, in error this month, which has happened to me before. I requested a refund on the second payment as this hence again is not part of my budget. I've sent in the relevant documentation that was requested of me on the 3rd December 2018 and was told again that it should take approximately 48 hours. It is now 8 days (192 hours) later! When I contacted the home loans department today, I was told the request is still with Vinchanzlo Wilson to be processed, which means I was fed again, the incorrect information because to my understanding the money should have been paid back already but now need to wait on this person to return my money to me. How much more times will this happen??? This money is urgently needed as it was not in my budget to pay double the amount again this month. Some please assist me.