FNB Settlement

So i changed banks as FNB service is poor.I had my new bank pay up my loan , however i also transfer the settlement amount . I cant remember if it was the 09 or 10 Aug i called the FNB to inform them about the double settlement and lady told me that i am due for refund , she took my account details and said , it will take 4 working days.I called again 16Aug at about 9am and i was informed they will escalate it to the finance department and will have money by the evening .17 Aug i called again and said i should wait 48 hrs . After the back and forth and spending almost 20mins per telephone call , i called again 20 Aug and was told by a lady that they were waiting on an account number .. after being on hold for over 15mins , i told to wait again .So the finance department never had my account details and could not make the payment.What utter *******.Could someone please pay out my money so i can stop dealing with FNB . I wasted almost an hour trying to get what is owed to me. If someone can please give me honest feedback because clearly your call centre agents dont know what they doing.

Regards Zaheer Hoosain