Pathethic service from the company and the agent

I.D number : 740 ********** 08 2 Contact number: ********** I contacted personal loan contact center to follow up on my query for a refund I'm expecting and received pathetic service. FNB debited my account with monthly subscription after settling my account. I called in after settling my account and I was assured that my account will not be debited as it reflects that its paid up. An amount of R2000.00 was debited on my account. I queried that and they promised me a refund. I haven't received it . I contacted them again today and spoke to Cecelia who was not listening to me. information she rephrased was completely incorrect from what I gave her. she said its noisy where she is but I felt that she is ***********. She put me on hold for a long time and came back to say she can see a refund request but she doesnt know whats going on. I requested to speak to a supervisor and she said there is no one available. I requested for a supervisor several times and she ended up saying they are in the meeting Can my money refunded as I need to use it for my other needs