Poor service and taking advantage

FNB decides to make a fool off me as I first visited a branch in Diepkloof on means to rectify on my funeral plan(FI***) which I'd taken telephonically,and was told the systems aren't allowing I'll be logged a call for head office/call centre to contact me however won't be debited till I've been contacted for everything to be rectified, happened to be debited on 25/02/2021 and being a person that's trying to make a reversal everyone tells me a different story. First consultant tells me the refund is being done and will be reflecting in my account in 24hrs from 05/03/2021. Second consultant tells me I'm being transfered to the reversal department which happens to " not be available at this current moment" (08/03/2021). Third consultant also gives an assurance the department is available and transferring me once again to the "reversals department " were the IVR still tells me the same thing " reversals department is not available at this moment,should do it on the banking app' which is the very same one that directed me to contact the *** number.