Poor client services

I was offered an upgrade to a private client account with an offer to pay no banking fees for the first three months. I was told that should the account fees be deducted, I would automatically get a refund after three months. It has been four months and I have not received a refund. I have contacted FNB several times via secure chat and telephone banking only to be told the matter would be referred to the relevant person or escalated and I would get feedback, but none of this has come to fruition. For a R480 a month account fee, I honestly find their service disappointing to say the least. I am in the process of trying to downgrade, this too is proving to be tedious as I get the same response as when I tried to get my refund. I don't see myself staying with FNB much longer.