Poor customer service

I'm so tired of having to do this but because FNB fails to solve my queries I'm here A debit order went off for a loan that i settled on the 16th of December. I was told that I will receive a refund in 7days. Today I spoke to another agent Nkateko who told me that he will sent a request for refund to be done. I now have to wait for another week. I urgently need this money paid by Monday