Fnb ***** and refunds Rob us at xmas

I received an sms and an email from fnb ***** card disputes at 11.30am on 14th to say a card transaction I queried was being credited R900 to my account with in 24 hours. I've lost so much money in 6 months since rejoining fnb who have had appalling service and useless staff in branches and call centers. I was desperate for this money back. I called yesterday to double check the validity of this with ref number quoted. I was told it would be in my account latest Lastnight. 48 hours later I sit on the phone this morning pushed around again, dropped calls, excuses, no answers and no money in sight. I'm a single mom. Already lost a car and everything else due to some credit card on my name that's not mine and went to judgment. Now I promise my son we can make it t christmas and I sit here with not one cent. Where is this R900? Why can no one ever just answer the question and fnb keep a promise?