FNB Home Loans Dissatisfaction with refund process

I have an FNB Home Loan. On the 27 February 2024 there was a double payment made to my home loan which happened through the normal debit and the second payment was made through from my employer as I made a payment plan for my bond to be paid by my employer before I receive my salary. I called in FNB Home loans and informed them and they made me fill in a refund form and I did and submitted it and was-told to wait for 5 days. 5 days is a long time if i have to consider that I was left with not much money in my account to pay for my debts, school fees, food and other bills as they had to debit the same day too. But i waited, it the 5th March 2024 today and still nothing. With my previous bank where I had a bond with matter were taken seriously and with urgency but with FNB it seems like a normal day. I am starting to regret why I chose FNB Home Loans now. The reason I choose to take a bond with them is that I have been banking with them for a long time and have made my them my main bank and I was a happy client up until now. Can they please assist me with my refund I am pleading with them now. I call in almost everyday day but I don't get help.