REFUND NOT PROCESSED

I have been in contact with FNB due to my debit order going off when I am unemployed for my Covid loan on the 2nd November 2020, they took money I need for my child.. They advised that they would process the refund and will take 5 - 7 days this is now over 2 weeks it has been escalated 3 times and 3 complaints have been logged however still no refund. I now have no means to feed my child due to your negligence yet once again.