Frustrated beyond measure

Good Day

I have an fnb personal loan which due to financial difficulty I was unable to pay and in turn it went into arrears on the 25 June R8800 was transferred from my FNB cheque account to my personal account without my knowledge I did understand however that the account was in legal status and that was probably why, I than called fnb loans to put an arrangement of R1000 monthly in place and to request for a refund , legal department than approved for R6000 to be refunded and the arrangement to remain on R1000 monthly , I have been on the phone with fnb loans everyday since then holding for 45 mins min and when I get through to an agent they are unable to assist me I spoke to Madelyn the team leader from collections who assured me that my refund would be processed no later than Thursday 28 Jun before midnight , I still have not received the money, this morning I called to follow up and I was told that admin probably has a backlog thus I have not yet received the funds, I explained that I am to pay rent on the 30th and the agent said that she didn't know what to tell me, I am so frustrated and worried because I need this money today to pay my rental tomorrow or I am out on the street is there no compassion yes I was wrong for not paying the loan, however I was financially unstable please assist me urgently because if I don't receive my refund today as promised I am taking this to the ombudsman as I was registered under debt review during the period that I could not pay all I need is just my refund please assist me as this is not acceptable by any means

Best Regards