Worst service. FNB mess up and no one takes responsibility. I just have to accept it is what it is

I had a bond with FNB which was settled on 13 December. My credit due was refunded and as soon as it reflected ANOTHER debit went off for the closed bond. I called FNB homeloans who transfered me to FNB home loane wealth who then transfered me to business department who again transfered me back to FNB homelan department who again transfered me to wealt department.. I was told to hang on while my account was viewed and without warning was transfered to business department AGAIN!!!!!!! Business deprtment told me the same.. The cant assist me and they transfered me to Nozivele Ndima who told me she cant see the debit on her sude and that I need to complete documents and resend it to FNB and they will look at it next week. I spent 35 min on the phone. How can FNB not give me answers to why this happend and why must I be inconvenienced if FNB dont do their job?

I am extreamly unhappy. Great how no one takes responsibility