FNB Credit Card legal continue to hold back my refund-Terrible service

I am very disappointed in the manner FNB is handling my issue. Since the 3rd November I sent an email to mention I accidentally trs R2000.00 into my credit card. I know my credit card is in arrears, as I have an arrangement in place with GL Attorneys (Elsie) Elsie instructed FNB Credit Card legal on the 11th and again on the 18th to refund me R1500.00 as they decide they want to take my other R500.00. I am now still waiting for my refund which I mentioned on inception that this was urgent. FNB has no right to hold this refund from me and rob me of my money. I have sent several messages to FNB Credit Card legal and I have been chatting on the secure chat, but they still refuse to assist me, keep asking me same questions and ending my chats or just showing no interest. Today a consultant Salome refused to assist me, I asked her to get the senior manager to phone me, up until now , no one phoned me. I need my money today from FNB Credit card legal. They need to eft to my FNB Aspire Account. How many more emails and messages and complaints I need to send before I get my money.