Ongoing poor service from FNB

I have had nothing but extremely poor service from FNB. I have been trying for over 2 months to resolve a current account, that was opened but I was unable to use. I just want the costs that wrongfully accumulated to be reversed and the account closed, but NOBODY at FNB can help me with this, after NUMEROUS calls, emails I just dont know what to do any more. Also, on 18 June I was told, after I phoned to check, that my loan account was settled and overpaid. I was told to email Logan Olivier to have the overpayment refunded and to get my settlement letter. Since 18 June I have emailed at least 3 times, I called more than 4 times, only to be sent from pillar to post, still no refund, still no settlement letter. I was told today by Bonisile that it would take another 8 weeks! Why was the account not closed and the settlement letter and refund not sorted out when I settled the account at the end of May?? Why do we need to keep phoning, emailing and begging? Surely in line with the credit act this should have been triggered by FNB without me having to keep following up??