Pathetic Service

FNB has given me absolutely terrible service ,after owing me money ,that they admiitted to owing me and incorrectly debiting my account ,im being stone walled with paperwork ,when i fill in the paperwork ,you get no response, after chasing them you get told that you have 2 fill in more paperowrk ,this is disgusting service all around ,is FNB is such dire straights that my money cannot be paid out into the account it was debited from which is also an FNB account ?