FNB not paying me BACK

I logged a complaint on 05 September and got ref ***NF on 6 September spoke to Stacey as we went through the account we saw what happening with fnb I was being charged but the is money in the account she asked for a day where Tanya will call me I said Wednesday. they ha v;t I want to know if is FNB paying me back the 5 charges they took of R525 or not. and I want to change my banker because the one I have not working