Poor service from FNB

I am really getting irritated by FNB and it's sudden arrogance towards its customers. I have logged a query for a refund through their contact centre and was assisted by Mulalo. Today my refund hasn't been processed and this is annoying. We can't be made to beg for our hard earned money if the bank made an error. The annoying part is that there is no decency from the bank to call and explain. I am really angered by this and will not tolerate this nonsense. FNB is quick to charging us penalties for anything, but in this instance, where I'm highly inconvenienced by them, who will be charged penalties? I'm getting irritated by this bank and it's incompetence. Now I have to take off from work to fight this nonsense of a bank for my money. Really annoyed!!