Refund Not Done as 'PROMISED BY FNB'

I did a refund last month and went into FNB Eastgate. I sat for over an hour and when I had a consultant assist me, she said that the refund will be done within 7 working days. This was in January, it is now February and I am still waiting. I had to take a temp loan from FNB because of this and they have deducted the money already today but have not responded. Is this the way that a huge institute as FNB handles clients because it is ****! I really do not want to call in any longer and requesting a Manager to call me no later than today as I am very close in taking this matter further. I have called FNB on multiple occasions wasting airtime and emailing them wasting data and to no avail. Today and no later than today.