No care attitude

I have requested a refund in the amount of R687.00 from FNB personal loans. Last month it took 6 working days and over 2 hours on the phone to get this money back. This is due to a scheduled payment which was meant to be cancelled. I logged a complaint on Friday on the FNB website and also spoke to a manager at FNB loans who assured me I would get my money by Monday latest. I got a call on Monday from the complaints department who assured me I would get my refund on Tuesday latest. It is now WEDNESDAY. I have had NO feedback from anyone and again it is me who has to do the following up. I have been a FNB customer for 20 years and am a Private Client. Surely, this is NOT the level of service one deserves and SURELY this is NOT treating a customer fairly? Can someone assist me in getting my money back?? And maybe stick to their word? I am absolutely disgusted at the level of service I have received from FNB loans!!