No Refund no service

I app**** for the COVID - 19 relief fund to which FNB granted me the assistance. I had a loan with FNB which the COVID -19 account paid but the exact same amount was deducted from my cheque account which means i was double debited. So i phone FNB loans department for the past 2 weeks requesting the refund because these are difficult times. To which 3 different consultants disconnect me and the informes me that the my account should have been refunded a week ago and the case was taken up with their supperiors and my refund should reflect last week Tuesday we are already another week in and still no refund.

FNB please tell me how is this possible if i trust you with my finances and intrust in you to assist me when the error is not on my side to share my future with you. If i cant get to work or even feed my family because you as a corporate company cant give me a clear answer or indication to when you will be able to assist