Still waiting for the refund

FNB promised to refund me back. I am still waiting. I have open business law on call last year December. When I make follow up they told me that I have open business law on call account. They are taking me from pillar to post. I have decided to cancel that policy because they told me that I do not have policy. They promised to pay me back until today I didnt see any refund from account as they have promised me. I have waited for too long. Can someone explain for me what is happening, why it took so long to get back into my account as iam client of FNB. They have my account number etc. Thank you