Frustrated is an understatement

Being a premier card holder for years now always paying my bank charges, I recently had ***** using my old card (I got a new card) but my old card was still used and fnb put me in a negative of almost R3000. I am out of the country since 13th of December and their secure Chat has been so useless and so unhelpful. It has been going on since the beginning of December and whilst I was in SA I was promised a refund. When I told them I am out of the country I was promised a refund and feedback from their team of bankers. I am currently owed almost 3k and no one can help me except for the usual response "we will provide feedback once the case has been concluded". I am without a bank account for almost a whole month and no one seems to care. I have been on a run around on their secure Chat for weeks and told my case was escalated to admin manager and they will get back to me. No one has contacted me I had to follow up only to be told it was declined and a new case has been made as it is with the ***** department. I asked secure Chat to direct me to ***** department and was told they not on secure Chat even though I spike to someone not to long ago.... ended the Chat and asked to speak to ***** which I was put through... shows me some of the bankers actually don't know how the system works. I was told to log a complaint to care at fnb which I did twice and no one got back to me. Eventually I had to follow up constantly to which I FINALLY got a reply. I explain to them I have debit orders going off and it's going to bounce as I refuse to put money in my account as it will just be taken off from the negative balance..I'm so frustrated at this point I had to write a review and warn people against this bank as it is my last resort. I am really out of options and extremely frustrated at the service I received as a premier card holder who has always paid all bank chargers.