STILL NO REFUND ON PENSION

What is wrong with FNB it's now 1 month and 5 days after my pension was taken for a more than 20-year-old credit card. And no refund has been made only empty promises and asking the same information over and over again. To make it worst I had R203 in my savings account and my funeral cover policy (WITH FNB) is R 239 AND THEY DID NOT LET IT GO THROUGH FOR R 36 while they owe me R 2200 totally ********ly. Nathasha asks for proof of my payment then totally ignore me again. I really don't know what to do.