FNB Homeloans refund process is terrible!

FNB Homeloans:

I've submitted my refund form on the 28th October and the 7 days waiting period has passed, I've called numerous times and spoken to different agents at the call center and the FNB Private chat.

I was told my form was forwarded on the 29th Oct for payout of refund, escalation eMails happened and still no join to this day on the 11th Nov.

Why would your agents escalate queries and not do follow-up on behalf of customers to give feedback where the refund process is.

How come there is no mail tag to inform the Agent escalating about who in Finance is handling their query to avoid many escalations that do not have a trail!?

I am really disappointed as a customer who has been with you for more than a Decade.