ROBERS, *******, ****MERS BANK

I am utterly disgusted by FNB. I went to Horizon view branch to seek help on their app on my new device. The consultant who was helping me, then started to sell their funeral cover to me. which i refused as I had cancelled it a few months back from then due to financial constraints. she insisted. at the time I didn't even have a job but was waiting for an offer. i told her that and she insisted and pushed and said to me i should take it and she'll make the debit order go off in January. when this happened, it was in November. eventually i agreed just to get her to stop. then in December the 14th a debit order came through and i ignored it. then in January the 01/01/2024 another debit order went off, same funeral cover. then I got livid. Tried reversing it on the app. it's not there. 8 times i tried calling the call center. they put me on hold for 45 min, then transfer me from pillar to post as if there is no funeral department. when I reach client services, they tell me i need to speak to funeral cover dept. then they transfer, i get to someone they either hang up or tell me they don't reverse debit orders. Then I decided to go to westgate branch, sat in a que for almost 2 hours then I eventually got attended to, by a consultant who was unfriendly and just told me that funeral cover department closes at 17h00 so he can't help me. He was not friendly, worried about knocking off. showing me that I'm wasting his time. then I told him I am not going anywhere without my money. he then got up and went to get a manager. Manager came, took me to another room and the consultant left to go home. I related the story again to the manager and he checked on the system. my debit was not showing on their system. and I could only proof them from the transactions on my statement. The manager wrote an email to the funeral cover manager to handle this first thing in the morning when they open. and he promised to call me in the morning to give me feedback. the branch closes at 18h00. but that day we walked out at 19h25, since arriving at 15h25. Then the next day I got the call from the manager to tell me they can see the debit orders; however, I need to call the call center myself to request for cancellation of this policy and a debit order reversal. He also gave me a number to call. and said i should make the call and my money will be paid back in 48hrs. I have that in writing too. Then I called the call center, and another rude agent took the call and assisted me. she cancelled the debit order and told me she processed the refund too, but I'll get it in 7 to 14 working days. I told her the Branch Manager said 48hrs, she rudely said 7 to 14 days as per processes. I told her to send me an email stating that whilst waiting on the phone. which took another 10 minutes. and eventually it came through. Till this day being the 31st of the moth I HAVE NOT RECEIVED MY REFUND.