FNB Bad Customer service

Worst experience ever. Have been trying to get them to process my refund for the past 20 days. I have been told that the refund was made from Temu on 08 December, but they did not release it because I had to fill in some form. How am I supposed to guess that? After 20 days of going back and forth noone could have told me that. I even went to the branch, and still no one could assist me. like please, you guys need to train people better. I am beyond annoyed i expected better from FNB. and right now I am still on calls since 11am now its 15:44