Unacceptable customer service

I am extremely disappointed and upset with FNB’s service, to an extend that I have decided to change banks. I settled my personal loan account on 23 May and on 27 May the normal monthly installments was deducted. I have been asking for a refund for over a week and to date the money is not paid backed to my account. I have been phoning for more than 3 occasions to get an update on the refund and have been promised that it will reflect within 24-48hrs. This morning I tried again, was send from pillar to post for more than 45 mins and no reason could be given as to why my refund is not yet processed. I reached out to my private banker which wasn’t available, I left a message to be called back. It is now 16h30 and no one has come back to me. I just want my money please! This service is totally pathetic and unacceptable! I will definitely close this account after the this ordeal.