FNB doesn't care about their customers

I've been a customer of Fnb for years now and the service I am receiving from them is absolutely ridiculous. The charged me 1000's in bank charges and when I complained last week Wednesday I was told it would be reversed back to me in 5 working days. I called on Monday to follow up and was told they never received that request but it will now be escalated to 24 hours response. Again followed up on Wednesday and was told it was processed but I will be called back later that day with the time it will be reversed. No one called, do I called again and I was told a manager would call me within half an hour. Again nothing. I call back today and was told it will now take 5 to 7 working days for the refund. I again asked for a Manager to call me and nothing. Is this how you treat your loyal customers? After all these years of supporting and promoting you? I am appaled... Absolutely shocked