What a waist of my money

So I have been sending a refund form to fnb since lat week Wednesday,each time I call to find out about the application I'm told they haven't received, I then send again still im told they haven't received, so yesterday I spoke to Sehata mothibedi who gave me his email then I send him the documents, today I call again to check the progress im told they haven't received documents, I then send them to Regina maphosa and again there's no documents received.i did this application and I didn't suffer I just send once and everything went smoothly but now we are being send from pillar to post.can someone help