Very poor service and miss management

I was in arrears of X amount, and FNB debited R1000 more than they were supposed to, I phoned them on the 30th of November the informed me that the refund would reflect in my account after 7 working days, so on Friday 11 December (9 working day) I phoned them again, they then informed me that it was only register on the 10th of December but they are escalating the refund and it would reflect the 11th or 12th, today is the 14th and still no refund reflecting in my account.