Whose your fool

So it's been a week since I complained about FNB and it has been a back and forth thing for the past week and they refused to see that their app is flawed. Instead they blame me for misunderstanding the app.

So a FNB Agent calls me that works in the complaint department and tells me the issue has been resolved and they will refunding my money and that she going to transfer me to the relevant department, but bare in mind they called me. I get transferred and complaints department drops the call, so I call back because I need my money. Then FNB life tells me to know surprise that they not paying my money back. So FNB do I look like your fool, your employee's are either *********** or you like taking your clients for a ride