WHERE IS OUR MONEY FNB?????? MONEY HAS BEEN DEBITED WITH COVID RELIEF PLAN

It is today the 1st of May. I was told that when the home loan money that was in fact a double deduction was cleared on FNB side, they would refund me. It takes maximum 2 days for a clearance. Secondly after speaking to one of your consultants, Leareil, she advised that she cannot inform me when the reversal will take place, but FNB was informative enough to send us a message to when the debit order will take place on our account.... 2 days before the contractual debit order date infact. I cannot understand why there is no communication between collections and consultants? The money that was taken from our account was to be used for chronic medication, hence we app**** for the covid relief plan as both my husband I's salaries were impacted. We have waited day in and day out for the money to reflect again so I can pay for my chronic medication, I am a diabetic.. all the more reason for me to contract the virus. I have emailed numerous people at fnb but every person seems to be passing the buck or deliberately tells you sorry, this is not our problem. Hows that for customer service, where they don't even know whats going on in their own business!!! I WANT TO KNOW.. WHERE IS OUR MONEY FNB??????