FNB bank review on my account

I have been struggling with fnb for more than a week regarding a refund , they are taking money from my account for purchases that I already made and deducted from my money I have been struggling with them on email , no help from anyone , wasted more than r100 airtime calling them the whole time , no reply on emails I have got my reference number for my case , I received an email saying a refund has been made but yet I am waiting and the person that sent the email does not reply on anything.