Refund not paid back, FNB *****,Pathetic customer service

I am at my end with FNB, I have been struggling for a month with them trying to get a refund for funds that my Covid Loan did not cover in the July as it should have, the funds were taken from my own bank account, the customer service is pathetic, I have spoken to almost all departments of FNB because no one wants to take the responsibility for the fault, I have sent my documents countless times, I have had to explain the problem countless times and I am sick and tired of being put through to the "Covid Loan Department" only to reach the wrong department or have the call dropped, due to FNB I have not been able to pay other accounts and now have interest on those accounts. I have also been into the actual bank branch twice only to be told I have to phone in, the lady at the bank even struggled getting to the right department if the call was not dropped on her, I dont know if FNB employees get some sick kick out of messing with people like this but the utter disregard for a customers issues are appauling. I want my money immediately,no more excuses, no more "I will put you through" no more me wasting my damn time, if my issue it not resolved immediately I will be contacting an ombudsman and reporting FNB for *****. I have been a loyal customer for more then 15 years and this is the type of service I get, you might as well train your consultants to tell people to **** off as soon as they answer the phone. What is wrong with you people, come right ****it.