Very Bad Service and Bad attitude

My husband has aunlimited cellphone from FNB.it is R399 monthly. He has asked them to debot him on the first of everymonth. This morning on the 1 Dec 2017, he tried to make a call and found that he cant make any calls. He then called him and asked what is happening, they siad that they have a system problem and cant debit, they decided to debot on the 20th and found no money in the account. He did not authorise that date. They then advised him to do a manual purchase , they took him through the steps he loaded R410 airtime so he can do the manual process. Now he goes into his account and finds that R399 has been debited from his account by FNB for the same service they advised him to cmplete manually. He calls FNB and a woman by the name of Simphiwe Thwala answers, She has a bad attitude and she then tells him that FNB will only refund him after 21 working days which becomes a month if you cound it properly. We both asked her that they authorise for an immediate reversal because she went into the account and saw what happened, she sayy they still need to do an inverstigation, and there is nothing that can be done. We asked her that you wronged but you still think we must wait on your terms for your messs? we asked to speak to the manager and she left and eventually dropped the phone. Simphiwe treats customers like she is God, we are nothing. She is Mrs know it all and does not respect the customers. We want the refund immediately and an apology from Simphiwe.