No response - money missing for nearly 2 months

On 30/06/2015 an amount of R14 760.88 was taken from our cheque account, to pay a bond instalment. This payment doesn't appear on our bond statements for this period. I believe we are due a refund of roughly R12 000. Queries sent to FNB over a week ago remain unanswered. Could someone please look into this matter and expedite our refund? <br> <br> I would also appreciate someone from FNB telling us how we can get service out of FNB these days. We have been waiting months for a new credit card. Now this.<br> <br> Thanks.