Refund from personal loan takes way longer than SLA

I paid R73k into a personal loan over and above the debit order amount. I got hold of a person called Nolitha in the loans department to refund this excess money into my cheque account. For this she wanted to see from where the money had been transferred. I sent her a screenshot of the two payments that came from my credit cards (R30k from each). Then 3 days later I chat on the FNB app only to find out she wants the full account statement from both accounts. I don't mind that, but now we have wasted 3 days. Then I send her the two credit card statements and asked her to acknowledge receipt of both statements. Now she is MIA, but has acknowledged receipt of one of the credit card statements. But no news about the other credit card statement. And now I have to wait another 5-7 business days for the refund to reflect, given that she has received the statement for the other credit card. Come on FNB, you can do better than this !!!