Really appalling service

I contacted FNB on Saturday to sort out a problem. Was told it would be sorted in 2 to 3 working days. Was never done. I emailed them on Wednesday and yesterday an "agent" calls me, lets the phone ring 3 times then disconnects as I am picking up the phone. At least he/she has proof she tried to call me. Then I get an email from Nozipho Thwala stating they tried to call me "several times" and have escalated my problem to Administration Department, and my refund should be sorted in "48 working hours". So if they work 8 hours per day, it will take another 6 days to refund me? I sent them another email and got an automated reply that an agent would contact me in 3 working days. We pay the banks to put our money in their vaults and this is the treatment we get? If I treated my company's clients like that I would have been fired long ago.