Poor service

I want to express my disappointment with fnb ***** dep. I got ****ed and money was taken from my account. I made laid a case with Fnb ***** dep and was given a case no *** i was told last week that i would be refunded yesterday by a Fnb Agent caled Rookhshana, when i followed up yesterday 14 July 2023 i was told this was not the case what do i do from here. Please help me things are very bad for me at the moment and i need my money.