FNB must pay my money owed to me

I submitted a refund request or payout request for money which was paid by my insurance Better Bond paid it my FNB smart bond account, this bond account is up to date because FNB debit money every month from me as per out agreement, since 27 March 2020 until today FNB is refusing to pay me my R5057.60 which is extra money they are keeping it, I do not know why, I have wrote emails and made a lot of communications trying to get this money from FNB as I’m unemployed and it is lockdown. The money is not available on my side I can not withdrw it, FNB need to pay according to FNB filled documents I submitted for payout. It is over a month now!!!!