Refund - FNB Debt Review Centre

Hi, I had it. How do you send and email and request banking details for a refund on the 4Nov and I send the bank statements on the 5 Nov? I waited 10 working days and still nothing. I phoned in and they told me it will be paid in by Friday 27th Nov. 2 Peoples from FNB said it will be in by Friday. Guess what it is Monday and still nothing. I phoned in this morning and was told they will come back to me by 12 o clock. yeah right that also didn't happen. I was holding know on for almost 30 min. Still no phone call. My question is....How do you tell people there is a refund for your because Debt Rescue paid them to much and know the money must come back to us? and How do you tell someone the money will be in and still there is nothing? I am FEDUP!!!