Personal loan issues

I am disgusted with the service I received from the Loan departments. I was incorrectly debited twice, called into the Loan department on 28/09/2017, I was told by a call center agent that the issue has been sent to admin department and I will be refunded within 3-5 working days. I called in again today 3/10/2017,The person I spoke to Qwabi Ndlovu wanted to give another number as her department didn't deal with that, I was told the only notes on their system is that it has been sent to admin but nothing afterwards. She advised that she will CC me on the email she was sending the other agent who sent my query to admin. (still waiting for the email after 6hours).

I then called the Premier banking department thinking I was gonna get better service since I will be speaking to a personal banker, I was put on hold for 20mins while she was speaking to the loans department and even ran out of airtime, no feedback or callback was given to me. I called again, spoke to a different lady who I had to explain again,she then put me on hold again for 20mins.. I am really disgusted by the service, FNB is a huge company, I shouldnt be explaining my story as there should be notes on system when my details are picked up. My money is still not refunded into my account.