Pending Refund since 2021

I have been waiting on a refund from FNB since November 2021. The refund is showing under my account and appears to be pending authorization. I have visited 2 branches, sent numerous emails to *** and spoken to many consultants. I’ve been hung up on, placed on hold for 25 min ****il I hung up), promised call backs and escalations. All for naught. No one knows how to move the refund from authorization to being settled.