Suspicious handling of my case with FNB

I have been complaining about FNB offering to give me half the amount of money I was de*****ed which I refused. I did not fill or signed the forms sent to me, which would have meant that I accept terms and conditions of the offer. Surprisingly, on the 10th of December 2020, FNB transferred half the amount of the amount I was de*****ed into my account. The very same consultant who always contacted me called to find out about the the transfered money. When I protested she told me to escalate the matter to the bank ombudsman if I so wish. While I was busy talking to her I heard dogs barking on the background which made me wonder whether she was calling from home or maybe they take their pets to work. Usually when a consultant calls from the bank the last numbers of the call center will be different but this one is the same and whenever I dial it it is answered by the same person. Please advise me on how to proceed with this matter.