FNB Refund Query

It has been 7 weeks since I initially flag my bank about the refund I was asking for help with. Monday passed a private banker was supposed to have called me to let me know how far they were with my refund....still nothing....I was considering bringing my bond account over but now NOT.... This is how they treat faithful clients....VERY SAD...I have furnished you with the emails from the merchant refusing to give back my money for a product/service i don't have...what more do you want...to have them keep my money which is *****ing?