Worst service, after 16 years of being a client going to move my business elsewhere

I had the most horrible experience with a FNB consultant at the personal loan department. I would actually like you to pull this call recording and listen to how badly the consultant handled the call and worked with me who is a loyal FNB client for more than 16 years. He did not listen to what I was trying to communicate to him and he had the worst attitude saying that I should then go into the branch and to quote him speak to someone there who has a higher pay grade than he has! Long story short, I settled my personal loan in full but after speaking with two consultants (and now he says there is no record of out conversation) confirming they would do a refund of the premium because it was settled in full now being told no they are not going to refund the premium because I owed 65c, yes, you are hearing correctly 65c. I will now go into the branch to try and sort this out and my next step is the ombud, because all the calls are supposed to have been recorded where are they now?