Poor service

I had a dispute logged almost a year ago that needed to take 40 days to resolve, only to receive an sms last week stating that it has been resolved and I will be refunded within 5 days. Due to it being almost a year iv reached out to confirm if this is correct and was informed via secure chat on the app that I will be receiving the funds. It's more than 5 days no funds received. I have been on the phone for more than 2 hours had the call dropped and transfered back and forth still getting contradicting information whereby I was informed I was given the funds last year, someone else saying it was given on the 23rd which was last week. The last person i spoke to says a contract was sent to me however provides an fnb email address which I clearly do not work for fnb, then tells me to go to the branch for recordings and still no resolution to my issue. No-one going the extra mile or resolve the issue or even an apology for the information and run around. I have also logged complaints and no call back.