Worse service ever

I called into the call center to have a debit order refunded to me in which the consultant advised me that it will take 30 days for the matter to be investigated and they will call me back with feedback. So happen I haven't received any calls where I took it upon myself to call and follow up. The lady that I spoke to advised me that they are still awaiting information and that she can see on the system but they will call back once they have feedback. All this time nobody gave a refe number. After waiting and waiting I decided to call them again on the 31st July as still no body got into contact with me. The guy I spoke to advised me that no cases were logged and he cannot view anything without a reference number and if I don't have a ref number he cannot do anything as there is nothing logged. I then asked to speak to a manager who further told me that there isn't anything booked and that she will forward me a form in which I need to fill and send back to them with my signature and that once I'm done I could liase with her as she promised to have it escalated. 2 days later again no feedback where I had to call from work during my working hours where the same manager now advises me that she cannot do anything. She is still waiting for a reference number. And that she doesn't know but it will take some time. So FNB, is this the service that you provide to your clients? This process is taking me more than 2 months now. Do you have any idea how important that money is to someone who has a family? I need someone to call me back TODAY. I don't care who. But I wanna when this problem is being sorted. My ID No:***. Cell No: ***. Name: Sershan Reddy.

I am banking with FNB for more than 6 years. And it's sad to say that this account will be closed if the matter is not resolved