Poor Service delivery (FNB Renewal)

In September of 2019 my license expired and I was not aware as according to my FNB app , the bank who is financing my car said the license disk expires on the 31 of January 2020. I tried using the app to change it so I could pay it online but it would not register. I then eventually got a message on the 24th of January from FNB letting me renew my license and I paid them . My license was blocked and I received a message on FNB renewals that money would be paid back in 48 hours, this came through on the 3rd of February. It is the 17th of February I have received no money, the renewal page now just says I will be contacted by a representative to advise on the next steps. I have sent 3 emails and got one response asking for my id nr and car reg. That is where it ended I have heard no feedback or correspondence from there. This is pathetic and unacceptable as money was deducted for the renewal and a handling fee, which was to be refunded by no later than the 5th of February but I have received absolutely nothing.

I want to know when will I get my money back as I planned a budget on the money I was to receive back but now I am running short again due to poor unreliable service. I have since renewed the license on my own again.