UNprofessional staff and incorrect information Given

I took an online package with FNB thinking that I was going to get a cell phone, on the 01.08.2018 a SIM card was delivered to me, I ten called the call centre and cancelled the delivery as there was no phone but my account was debited for R848 for a SIM card. (ref 52722 -T1M0H6) called again on the 09.08.201 was told that the above ref was closed without any contact, the agent then cut the call, and never called back I then called again and spoke to Tebogo, who gave me a new ref 54067-L7M7T2, and was told that I ill receive my payment within 48hours and that the SIM was converted a pre-paid. Today 15.08, I called and spoke to Antoinette and she advised that the call is closed and that the reverse payment will take 7 - 21 days, my money to be paid back to me will take 21 days. all supervisors are in a meeting. I requested a manager to call me by close of business and am waiting... this is pathetic service from a bank that you do you banking with for the past 10 years....