Honoring fees

I have been banking with fnb for the past 8 years, I have no overdraft nor credit card with them, last month I went inside the branch and was made aware that I have been charged too much for houniring fees, I queried it and refunded R900 and also disputed an amount of R2170 from what the call centre calculated, I was promised that it will be paid in 2-3 working and it wasn't, I called between 2 to 10 times and I was promised it would reflect in different dates which never materialized, I called in today 27-09-2023 after being on the line with 5 different people for over 3 hours I was told that it was declined how so?