Fnb refuses to pay my money back

I have been a loyal client with FNB for many years and I must say I am very disappointed with the service received when I closed my homeloan account. I sent an email to confirm my settlement amount which I paid on the 26th May 2021. My regular debit amount went off on the 28th May 2021 to which I alerted the bank to reverse since I am no longer owing the bank any money. I was advised that I needed to complete a form in order to get my money back. I didn't understand why I must complete cumbersome forms just to get my money back so I went to the Carlswald branch to get assistance. The sales and service team leader Ms Lynthasha Ramkinsoon sent the forms to the relevant department and promised she has escalated the matter and should be resolved in a few days time. It's been more than a week since I went to the branch (3rd June 2021) and I still haven't heard from Fnb or Ms Ramkinsoon who has ignored all my follow-up emails that I've sent.

I am very frustrated with FNB because I have not received any communication or my money back. It's quite sad how banks are quick to hound clients for missing payments but are slow at refunding clients their money back. Dear FNB, please pay back my money!!!