Pay my refund

Hi, I switched over my bond to nedbank and on the 23rd July it was canceled. Nedbank payed them more and fnb told me I will get the 6900 in after 40 days. Now I have been calling and the consultants are telling me about the backlog. What makes me angry no one is communicating. I have to call them several times and mind you they don't even have a toll free number. All I want to know is when do I get my money? Why did you keep it in the first place knowing that my home loan was settled?