Incorrect deductions from my bank account

I logged a call through FNB online banking on 20/08/2015 regarding an incorrect deduction from my account. I received an e-mail from Werner Naude on 22/08/2015, who initially said the deduction was correct, but I questioned it. He then informed me on 24/08/2015 that the deduction was incorrect and would be reversed within 5 working days. I followed up by e-mail on 02/09/2015 and no response was received. I logged another call on 02/09/2015 regarding a 42 % increase on the admin fee for my loan. I have not received a response to this query either. I phoned on 08/09/2015 to talk to Werner Naude. I was told that he wasn't taking any calls and that he would call me back. I am still waiting for the call-back. I then logged a complaint on Facebook on 09/09/2015. RB Jacobs responded and asked for personal details so that he could follow up, which I provided by e-mail. On 10/09/2015, I received a reference # from RB who informed me that the matter was escalated and that someone will contact me. It has been 14 working days and I still have not received the refund or any answers to my questions.