IMPOSSIBLE TO CONTACT ANY FNB CONSULTANT WHEN YOU NEED HELP

Please can someone just call me and at least TRY to resolve my query. I have been holding on the line for over 35 minutes and when i do get a hold of someone they transfer me to another dept which i get no help from at all.This is ridiculous! I have done a transfer from MY savings pocket account into MY CBS legal loan account which i want a refund to be done. I have explained to the consultant that this was done in ERROR, as the loan account pops up as a default account whenever i do a transfer but she tells me its not possible to refund unless I PAY AN AMOUNT OF R285.00. It does not make sense that you guys expect me to pay for getting a refund on an amount that i have transferred between my own account! please can someone contact me urgently.