FNB Bad Customer Service and Slow Response

I paid my Homeloan account manually, then FNB debited my account right after. I called the Homeloans department and Spoke to Judy who verified that I was indeed debited after paying, she then agreed to refund me and sent me a refund form. So far, I have filled out refund forms and sent them to two separate emails addressed as instructed by FNB, I've made a number of calls, and still haven't received any response or refund. I had set aside my monthly budget, and now have to live on borrowing because FNB took my money. Please refund my money ASAP.