Terrible Service

I queried refunds in the 4th of July for my husband and myself for debit orders that were supposedly stopped but clearly wasn't. My refund was done about 3 weeks ago but nothing for my husband. It's been 3 months now and all I get is we are busy resolving it. What is there to resolve if I have given all the information that is needed? This is really pathetic service from FNB and to make matters worse when I contact the number on the email from the person I have been dealing with Celeste Baadjies it says sorry the number does not exist how?