Query not resolved for months

I have been fighting a losing battle with Fnb the constant calls made to them doesn't even add up to the money that was supposed to be refunded into my business account. The issue of my card replacement fee has been going on for months now and everytime a consultant calls to resolve the issue it's a lie. The amount is the same on my statements without any reversal being made. I need to speak to someone higher than those consultants who lie that the amount will be reversed within 5 days. Advice to businesses. Fnb has a poor service when it comes to business banking.