Refund

I was paying my fnb account through Norman Bussey and Associates group, as I was paying off the account I double paid the account with an amount of R468.44 5.44 upon requesting a refund I was told to send in documents which I did and today I'm being told to request my money from FNB because they paid the refund to fnb. I spoke to Xoliswa whom since put me on hold going to get her refunds Manger on the line, Hanneffa claims to have rep**** to my email with communication for the refund from FNB. My reference is ***8. I do not understand how is that I pay through nimble group and be told to claim refund from FNB, whom am I supposed to contact at FNB to begin with. All I need from nimble group is my refund and a paid up letter. Also I was on the phone for over 25 minutes waiting for the said manager to speak with me. Ami refunds manager finally came to the phone at 27 minutes.