Very poor quality service by FNB

I have been waiting for FNB to refund my money since 9th March. The consultant started ignoring my direct calls and my emails. They keep promising to pay but never deliver. To my surprise, on the 29th the consultant finally responded saying he is only completing the documents that he said he completed on 9th March. Now we are approaching the 9th of April. I have been working with them on this since 2nd March. On the 27th March, I reported the matter to their dispute resolution centre via the online complaint form. They got back to me and said they will revert. They are investigating the matter. Today its the 4th of March, they still haven't gotten back to me with any feedback. Still my direct calls are ignored by the consultant in charge.