Very Poor Customer Service FNB what are you doing?

I settled my personal loan with FNB before the date they gave to me and they still debited my account. They told me 4 to 7 working days for a refund and when I query the refund as today is the 7th day the secure chat agent responds to me with an abrupt response making it seem that I cannot count and then just pushes me on to the next person when I was still responding to her. Very poor custom service and lack of communication