Prepaid refund from the Smart access bond

If I could rate this 0 stars I would. My refund on my access bond request was sent on the 10/10/2022. Today is the 28th and the funds are still not reflecting in my account. Nobody phones back. When the matter is escalated, nobody really seems to be concerned regarding the escalation. I have logged a complaint which I have a ref number for but its 4 days later and nobody has even phoned me back to ask what is happening. Now the application is delayed for payment because of a document which has nothing to do with my refund and I must keep phoning to get answers. Today is Friday and clearly nobody is even interested in resolving my issue. I have to wait till Monday to make another phone call to get someone to assist who doesn't assist and that is even more frustrating. I have wasted airtime and minutes phoning everyday and been promised things and it never happens. Today the consultant advised, someone will phone me before 5 and guess what... its after 5 and nobody phoned me. So what else can I expect from FNB other than pathetic service. I am grateful that I do not do my banking with you guys because if this is the service from the bond division then I dont even want to think what the banking services are like. Hopefully someone will phone me back if I lodge a complaint here because clearly the complaints division does not seem to work either.