Terrible service from FNB

On 6 March 2021 there was a banking issue at Woolworths Melkbos whereby our credit card payment for groceries was deducted twice. I called Woolworths to enquire and they advised it was a banking issue and that the banks will have refunded the money by Saturday the 13th of March 2021. It's quite a hefty amount and I have yet to hear anything from FNB. I tried to call FNB a few times but it requires me to speak to a robot and how frustrating to get to a call centre agent to assist. Further to this we recently downgraded from Private Banking to Gold but our Credit Card is still on Private as it has not yet been updated after sending our revised Customer Agreement to our previous Private Banker twice and following up. Our Gold cards that were issued were supposed to have reached the branch about weeks ago as when the Takealot delivery team called I clearly asked them to please deliver it to the Table Bay Branch and they advised I will be notified when the card arrives. I am waiting still. You really need to shape up on your service levels. Can someone please call me to sort out all these issues? Refund please, Card please, Update records please. Thank you