Refund

I was promised a refund for money that was deducted off my account without my concern over two weeks ago, to this day I am not paid What happened is a new transactional card and a replacement card were issues after there was suspected ***** on my account. I wasn’t told about the fees associated with these cards, after speaking to a consultant on the chat platform on the 25th Feb he assured me that I would be refunded in 7workinh days. Since this was not happening I called in yesterday and spoke to Tshepiso who confirmed this and said she would call me back, never did. I am really straggling to understand how FNB operates, I mean after I reported the ***** no one called back faith feedback. I instead got notification on the app stating that the case is resolved,de further details provided. So yesterday I asked to be transferred to the ***** team which I was placed on hold for 8 min when my call was answered it was quickly referred back to the waiting line. Like la bora