Fnb no go... no show

So it's going on 2 months that I reported a ***** case at fnb. I've been back and forth with them and nobody has contacted me. I was told I would be refunded and have not been until today. They keep sending emails someone will be in contact and guess what still nobody has contacted me. This is really frustrating and it's stressful. I really thought fnb is an outstanding bank as I've never have issues and now the 1 time they can't even call me. But they know how to call to get me to take loans. I wish I could close this account but I will loose out on all the years I paid for my funeral policy. Highly disappointed