REFUND NOT PROCESSED - almost a month already

There was a double payment to my FNB personal loan, 1 amount that I transferred and the debit order as well. My debit went off on the 31st of May and I phoned the FNB Personal Loan Department directly after. The first refund request was logged on the 31st of May, I followed up on the 7th of June, again on the 9th of June, again on the 11th of June and again on the 17th of June. The refund was escalated 3 times. We have also requested assistance from the private bank manager to find out what the problem is and when it will be refunded. It’s the 21st today, 16 working days since my first refund request and to date I have not received my refund. My next debit order is scheduled to be deducted on Friday but o have not received my refund from May. FNB has got absolutely NO CUSTOMER SERVICE. During the process of logging my refund, the phone was put down the second someone got the call. Holding on for 10 minutes and just when you get through to an agent you can hear a TV and laughing sounds in the background. I have spent more that R100 on airtime trying to get this refund processed. FNB is a disgusting bank! Luckily we are in the process of moving to another bank after 13 years with FNB because the only thing that separates one bank from the other, is the level of service. STAY AS FAR AWAY FROM FNB AS POSSIBLE!!! Super horrible bank with super horrible service!! Oh yes and while I’m complaining, I have upgraded my bank account to a private clients bank account with the higher bank charges being debited for months now. I still do not have a private banker assigned to me ans the one assigned to my husband is *********** to do her job, provides no communication, provides no service oh and let me not forget to mention that she has blocked my number and I cannot contact her at all. Again. STAY AWAY FROM FNB!!!