FNB - Time for me to consider a change it seems

For the past 2 days I have been passed around like a football, from Department to Department by FNB, at my cost. I have had an amount removed from my account, and paid back to SARS, without any notice or correspondence from either institution. Apparently this is legal and permitted! This is after a period of 40 days, since SARS correctly refunded the amount to me - 10 December 2020. My complaint is thus twofold. Firstly, why could no-one from FNB actually contact me or assist me instead of just "pushing" me to another person. Secondly, the Premier services message app and chat facility is nonsense. I want to speak to a person and not spend hours messaging for assistance and being consistently disconnected - by them - not me! After 35 loyal years I am not a happy person at all.