FNB - Takers not Helpers

I am under debt review, yet FNB debited my account for my revolving loan with them in the full amount due. This took place on the 25th March. I lodged a query with them on the 26th and was told that a refund will be processed and that this would take between 5 and 7 working days - surprise surprise - this did not happen. After numerous (in excess of 20) phone calls by myself and my Debt Review company (to a variety of departments) I still have not been given an answer as to what the hold up is or where the issue is - or even who in FNB simply needs to push a button to refund me the money. And to now be told that it could take up to 15 days to process the refund - and each time hear the person on the other end of the line actually count the days and say "well we are still within the turnaround time" is such pathetic service. Shocking service from FNB despite me being a customer for many many years. So many different departments and people to speak to when all I need is one person to understand and to help me get this done. Shocking in fact. This seems typical of all banks in South Africa where they are quick to call you and offer you all sorts of products and solutions and very quick to take your money and not show any empathy to consumer circumstances - yet when it comes time to get money back you feel like you are on an endless loop of phone calls and excuses. Perhaps it is because I am under debt review that they don't see me as important and rather view me as a nuisance or suffering from leprosy and who they would like to not have to deal with or help. Do they even take Debt Review seriously? Do they even understand the circumstances facing a person under Debt Review? Do they even understand how difficult and stressful a situation it already is just going into Debt Review - without having to deal with their unsympathetic bureaucracy?