FNB is at it again, they refund my money

I did a payment on the 20 of October to Kulula and have been loading with Kulula for a while to recieve my refund. Only to find out more than 2 weeks ago that my money has been sitting with FNB since 14th of November and they won't put it back onto my account even thought Card Authorization department confirmed 3 times that they have money. I was requested to complete a form two weeks ago but no communication or my money being credited back into my bank. I'm so tired of begging FNB for my money. I'm going to start looking for other channels to get the message across.