"How can we lie to you"

I have been waiting 3+ weeks for a refund from FNB they never return my calls, as I am typing this review I have been on the phone for 20 min already, not one person can explain to me why it is taking so long every time I call I get told it would be sorted in the next 36 hours or 48 hours this has been going on for 3 weeks already, how long is your hour? and if you request them to call you back, it will never happen