Refund

I am utterly disgusted by the service I received from all the FNB staff I encountered I asked for my account to be downgraded from aspire account 3 months ago and up till today after putting in a complaint I still haven’t received my refund for all the months Ive been charged for an aspire Icard I never received I never received a card therefor i couldn’t reap any of the benefit this has been explained to every single agent I spoke to I never got assistance they unhelpful and full of attitudes I want my refund back because I received a email stating my complaint has been resolved however I haven’t received my refund so how on earth can the complaint be resolved ,im seriously considering moving banks because I have had it up to here with you guys this is not how you treat loyal customers every single month my account is in a -110 and its nonsense because I asked to downgrade give me back my refund or ill take this matter further