Very Dissatisfied about service at FNB Port Shepstone branches

Good day Fam I have been having a problem for almost year now this bank right year can't assist me with my money they are very *********** I have a refund that was sent back to the card that was closed yet fnb received the funds from Airbnb. I was provided with an ARN and receipts to go to them and ask them to trace the funds so they can have them sent into my account I been back and forth and FNB on their side knows nothing about what an ARN is I was even put on phone several time. Sometimes they even promised to follow up and come up. With a solution nothing. If the money was not refunded they wouldn't be an ARN from the sender. Airbnb have been following up if I have my money back but FNB has been playing hide and sick no one know what even ARN is no department wants to help me trace my fund for 12 months now the refund was done 09 December 2023 I'm very disappointed they can't even try to assist they say they don't know jeez you can even Google that to find what it is and find a department that can help they people here been useless FNB both of them. Here in Portshepstone KwaZulu-Natal