FNB Home Loans Unauthorised Bond Deduction : Failing to Refund

FNB Home Loans deducted an amount greater than my bond without my permission or any authorisation. I brought this to their attention today it's 4 days later and they have been sending me from pillar to post with no one giving me a solid answer on when are they going to refund my unauthorised deducted money. I was initially told that the payment has not cleared on their side and I must send a proof of payment and I did ,today I'm told that the matter has not yet been actioned. Sajra,Vuyokazi and Anne have been assisting me but not giving me any sign on when will my money be paid. This is a serious financial inconvenience as the amount they took is significant.

Please help me.