FNB mistreatment

My FNB accounts suddenly changed the order they apper in so On 2 November 2022 I sent an email to Nazreen Hoosain (she was very good) requesting a refund because I had accidentally deposited R1000 to my Loan account instead of R350. I received the money back after a day two. On Friday January 27, 2023 I called FNB after making an accidental transfer to that loan account of R8000. I was still not used to the new order they appear in my account. First I was told I will get the money after 5 working days. After 6 days I called and got Logan (who was very professional) who explained that I won't get the full refund because they will subtract the monthly payment so I would get around R7000. I agreed to this because it sounded reasonable. After 5 more days I called again and I was told the account is actually in the legal department since November. I found this strange because I was not notified and I am almost certain that my debit orders were going through. Anyway I called again on the 15th of February to ask for the reocrd of all my telephone calls to use as evidence with the ombudsmen. The first consultant pretended to tranfer me to the legal department where so I could speak to the team leader but call actually went back to the call centre. So I spoke to a another consultant who also did the same thing the minute I requested for telephone records of my conversations. So it's been 3 weeks now. I will give an update as the situation unfolds. My reference number is ***3.