Waiting on refund and feedbank from FNB

On the 2 nd of October 2020 I logged a call and request - FNB duplicated a loan payment , and instead of deducting one payment , they deducted double - I contacted them as I could not get trough to the loans department - I spoke to a Premier banker , she stated that she will esculate the matter as she can pick up that a amount was deducted incorrect .

She then mentioned to me that she will esculate the matter and forward it to the banker that I deal with.

I have followed up with my banker and was told that he has esculated the matter for a refund , it take 48 hours , but might take longer as there might be a back log.

I followed up again and got the same response .

It is now the 10th of October , no feedback from the loans department - no refund - I find this very hard to understand , especially from a bank as FNB .

I am very dissapointed with this service and the way that this or my matter has been delt with .

I have been a customer with FNB for a very long time - this is definitly not the customer service that I am used to .

I do nit understand , why there is no feedback from the bank or how after 7 days (168 hours there is still no feedback ) there is a huge diffrence between 48 hours and 168 hours .

Feedback and a refund will be much appriciated as soon as possible .