REFUND BACK&FORTH

I paid off the bond with FNB and they deducted the monthly payment from my bank account after the bond was closed. I requested a refund on 05 October 2023. They responded on 11 October saying we need to sign the documents they sent to us. And we signed the documents and sent them to FNB home loan. The Author of the email was Nanette Claassen. They requested that my wife should verify her signature at the FNB branch, and we did that. On the 25th October 2023 Laura J Duncan responded saying they have received my wife's signature verification. But they were missing page 1&2. And we forwarded the same documents that they have requested. On the 30th October Nanette Claassen sent an email again telling us that our signatures were not verified and we must AGAIN send the documents that we've been sending to them. We have been calling daily but we're not getting any help from FNB. Is this how ou treat your clients when you have to refund them?