Not sorting out the problem

We app**** for the COVID relief fund last year. They paid 4 amounts into the account and not 3. Then they took money back but too much. Now there is still an amount outstanding and we do not get it back. The manager say that he will sort it out but it is still not done. Myself and my husband are with FNB for many years, and this is the first time that we get service like this. If this was other way around, they would have taken the money long ago.