FNB pay back our money

We have on several occasions tried to get our monies paid back to us, And the FNB has confirmed that they do have the said monies and that it is in a holding account. This unfortunate problem occurred on the 6 August 2019, and we have been in contact with the bank personal and still todate we have not had any success in getting the monies paid back. All the necessary paper work has been sent through and as per them all is in order. It seems like a case of hurry up and wait. The refund has still not been done. And this is quite a lot of money. FNB seems to not want to contact us and neither pay back the said monies.