Refund on paid up account

I took a personal loan from fnb a long time ago. Have been paying them well. Then i decided to settle my account. I even sent them the proof of payment to avoid them from debiting on my account. So they debited the instalment on my account and i called them to refund. That was in August ,they said after 10 or 7 days i would get my money. I am still waiting... What frustrates me is that i am wasting my airtime calling fnb loans everyday but they dont put my money in my account

And since i am banking with them "i would assume u would have done the right thing i need that money ..i need it today.. I am dissapointed