FNBHOMELOANS A NIGHTMARE BOND FULLY PAID

I have been trying to get the refund and they have been giving me a run around from the 16th May 2019 I have been sending emails on the email addresses provided to me by them but no joy . I called this morning and the consultant Kathlego was very helpful and did manage to see that the refund was processed to the wrong account whereas documents were submitted with the correct bank details . Kathlego escalated and he gave me ***,few minutes later I get an email to say I ned to send a letter of authority what the hell is that after 40days and I was promised feedback in 48hrs . What kind of service is this.