SARS REFUND - NO FEEDBACK/MONEY AFTER 5 WEEKS!!

I've been a client with FNB for a long time...unfortunately we had to go over to debt review and my SARS was refunded into my FNB account on the 18/08/2020. I went straight to FNB and was told that unfortunately, they can't help us as the refund request had to be done via our debt review, which was already done 4 weeks ago. after numerous phone calls and visits to FNB we still did not get my money transfered. Everytime we were told the Team leader of FNB's debt review department will phone us to give feedback, after 4 weeks still no feedback or refund. How long do we have to wait???? That refund can put food on the table and can buy electricity... I have a family to feed, is this how you treat your clients?