Late re payment of funds

Good day. I am slightly disappointed in FNB this morning. There are some money that FNB needs to pay back to me and their policy states that it will take 2 to 7 working days for that process. Yesterday was day 9 and it's still not in my account. I phoned about 4 times to hear what the delay was and every time the operator just tells me it's been escalated for payment. Yesterday the lady told me it will be paid in yesterday or this morning. Obviously that didn't happen. I'm a very patient person in general but FNB can't stick to their own policy. FNB needs to do something about their lead time for making back payments. I never have a problem with FNB and it's a really good bank. So a friendly request. Please work on this issue for future problems to be avoided. Thank you for listening and have a good day. Gerard Damstra ***