Still dont have my money!!!

I had a loan with FNB which i made an EFT payment they still debited my account my payment was made on the 14th of December it took them more 16 days to allocated my payment after load my complaint they somehow found my payment when it was time for them to do the refund the deducted their own fees for whatever and only paid back what they felt like paying back. Cant seem to get the on the line as their line are to busy. Please people double check when doing business with FNB as they think they dealing with a bunch of fools.. Go else where unless you want drama and trouble.