STOP HOLDING ONTO MONEY THATS NOT YOURS!!!

Refund was done 18/12/2022 from a Nedbank POS machine at a retailer to my FNB debit card. I was advised that it takes 10 business days for the money to clear. I was patient because there have been public holidays and waited the 10 business days. Fast foward to 5/1/2023 and I have still not received my refund. 10 business days have passed and all I get is excuses when I call. Why are you guys holding onto money that does not belong to you??? Thank God I don't bank with you! Your service is HORRIFIC to say the least!!!