FNB : How can we NOT help you

We had a loan through FNB. My husband got retrenched about a year ago. Luckily we had insurance on the loan so it was paid up. Now a year later they decided to deduct R3300 from our account to which they acknowledged an error. A paid up letter was sent to us with a statement it would be refunded within 5 to 7 working days. We alerted them to the problem last week already but nothing has happened even though we explained due to Covid I am currently unemployed and my husbands salary was halved last month. FNB how can we help you clearly doesnt apply to any clients even us as private clients. Most disgusted in their attitude and tardiness. We will definitely be shopping at other banks after this debacle.