Appalling Service and No Refund after 8 working days!

So far its taken 8 working days after being told that the refund was processed 1) on the 11th and another credit note 2) on the 13th Dec. Every time I contact them (Tempest Car Hire) was told that the funds are with my bank. Today (myself, Andile from FNB, and Lerato Hoba from Tempest) had a conference call, and Andile confirmed that the bank haven't received any refund from them. When I asked to speak to Lerato's line manager (Craig van Niekerk) she hang up on me. And I still have not got my refund. The service is appalling!!!!