Totally unhappy

In the 5th March I called into FNB loans for. A refund. I was told the turn around time is 5 to 6 working days. The insurance has paid the loan account for the period I was short paid. Being FNB they only recently sent communication saying if you got paid TERS during a period then we qualify for the insurance to pay. The insurance approved and paid the loan. They said I can then request the refund to me as they only allowed to pay into the loan. I did just that. On the 8th March I followed up and was told it was processed and once payment is released in will be notified. This morning I called again as it is day 6 and now suddenly it is being investigated even though they can see the payment was received from the insurance. First FNB comes to the party almost 2 years later and also commit us to an additional loan called covid loan so we paying interest on interest. Again they want to ***** me over. Pathetic