Refund for a card charge

I logged a complaint on the 23rd of March 2016 and my complaint was responded to but the bank manager has failed to give me feedback till today. I went to the extent of following up with the reference number through complaints department and I spoke to a call centre agent by the name of Peace and she then requested a manager to assist and I was promised she will contact bank city and call me back I'm still waiting if FNB thinks I'll let them treat customers like this they have another thing coming I understand the consumer act very well and now I'm taking this to ombudsman and I still want my money I don't care if it's just a mere amount to the bank