FNB, horrible service!!

First email was sent by my debt review company on the 15th of March 2021 to the debt review division of FNB at this email address ***. There was no response. My debt review company sent a follow up email on the 25th of March 2021. There was no response either. I then personally sent another reminder on the 3rd of May highlighting the fact that our query was first logged on the 15th of March 2021, 32 working days later, the initial automated response from FNB was that I would be responded to within 10 working days. I got an acknowledgement of receipt email from Lindiwe Malevu from the Debt Review, Regulatory Operational Compliance Centre, 1st Floor, FNB 1066 Building, 35 Pritchard Street, Johannesburg. The email apologised for the long delay in dealing with my matter and promised that the matter was escalated to the relevant department and would be dealt with. On the 5th of May 2021, I got an email from Lindiwe Malevu again saying I should provide banking details of an account that I would like the funds to be refunded in. I duly sent the account details of my cheque account with Standard Bank to the same email address ***. I did not receive any refund to date. On the 25th of May I sent an escalation to a K Tlhoaele at ***. I still have not received any feedback for that person either. I am really at my wits end with this query. I am pretty sure if I owed FNB money, by now I would have been handed over to lawyers and debt recovery companies and the money owing would have significantly increased.