Pathetic Service regarding refund

I have a personal loan with FNB and was debited incorrectly, I called and requested for a refund on the 05 November, it's the 19th November and I am still waiting for the refund. I have called on the 16 was told there was a backlog of refunds and it will be processed by close of business, was advised they have escalated to the TL. On the 17th I tried the entire day to call but apparently there were system issues. I called again on the 18th same story again. Guess what it's the 19th today and I'm still being told the same story. It's really frustrating that I have to be wasting money that I don't have to get someone at FNB to actually do their job. I was given a number for a Team Leader *** and the extension is not available. I'm absolutely fed up with FNB and your consultants thinking that they are doing me a favor when attending to my queries.