Funds lost from closed credit card

On the 20th August 2021, I logged a request to close my FNB credit card. I had cancelled the card and there were funds in the account that I could not access because there wasn't an active card linked to the account. After following up three times and logging a complaint, the account was eventually closed and I received an email stating the funds would be transferred into my cheque account overnight. No funds appeared in my cheque account and despite numerous followups, I have not received a satisfactory explanation from FNB or a date when the funds will be available. The customer service has been completely unacceptable.