Frustrated client

I had requested for a settlement letter from FNB loans, I then settled the loan. A day later a debit for the loan went off, i than asked for a refund. After three working days i got the refund however a day later the same debit went off. i again requested for a refund and the agent i spoke to said they will try to have the money reflected the same day. This was not the case, after numerous phone calls and even laying a complaints with FNB, its now 5 days after the second refund request and i have not received the money. No one at FNB is escalating this matter and making sure i am sorted as this is their fault. all am getting is an apology and all i want is my money in my account.