FNB no credit card refund for double debit since October 2020

this is the third complaint for the same issue i had 3 complaints ago. each time fnb contacts me the process starts from over again. ive been waiting for a credit card refund since early october 2020. still i have not received statements for this period. fnb wants to charge me for statements and it hasnt been 6 months. fnb cant handle basic customer care.