FNB serves double orders of frustration to loyal customers

I am beyond frustrated with FNB. Over a month ago I made an online purchase that did not go through and since then I have been struggling to get my money back from FNB. I have submitted the forms they requested after poorly trained call centre agents gave me the run around, wasting copious amounts of my airtime. I went to the branch and was turned away at the door with wrong information (agin by deem-witted staff) about how refunds take 14 working days to clear, with no assistance. After I called in AGAIN to enquire about my refunds, I was told I have to send in MORE forms with seemingly no regard for my experience of their service or the already extensive time I had been waiting! Only after throwing a major fit was I actually taken seriously. I was passed on to a manager, Farran Sallie, who said he would personally ensure that both my refunds are returned to me. I begrudgingly sent the nonsensical documents they were using as an excuse to withhold my refunds and the first one was refunded. Since then, Mr Farran Sallie and FNB have decided to play black-mampatile with me. I have sent multiple emails, all of which have gone unanswered.

FNB, I want to give you feedback, I moved from a private client account to a gold account because I was paying in access of R600 in banking fees every month and since then I have received truly appalling service. From calling in and dealing with people who don't even know their own systems to being blatantly ignored when I have a challenge. I used to LOVE FNB, I have business account with you, an overdraft and a home loan. I have been with you for 5 years after I moved from Absa, and you have truly truly disappointed me. Maybe it doesn't mean much to me, because I'm only one person, but I am done with you. I have had more than enough of the frustration you have given me.