Lies about when I will get my refund

I'm so highly irate with the service I got form FMB. On Friday I phoned them to request a refund as I transferred money from pocket to loans by mistake. I spoke to this other lady on Thursday, she sent me forms to complete. On Friday I wanted to find out where I could email the forms, the guy I spoke to said no forms are required for refund he will escalate my matter and I will get my refund in 3 days. Today I followed up again, the consultant escalated my matter again and told me that I will get my refund in 7 working days!!! I'm in need of that money and they keep on taking me from pillar to post. I asked him why 7 days cause the guy I spoke to on Friday said 3 days, he said it's a new month things change. Í was so flabbergasted and never expected such a poor and unprofessional service from the bank I trusted.