Lack of communication and treating customers fairly

I have been waiting since 13 March 2025 for a closure letter and my refund and to date I have not received any form of communication from FNB and I have been following up every week but instead I get transferred from pillar to post which is very frustrating and time consuming. The call centre agents are disrespectful and are not adhering to the Market conduct principles they clearly dont know how to treat customers fairly and with respect