ABSA not paying our money

ABSA is absolutely useless lately. They know people get fed-up of standing in queues waiting to get inside the bank and then again waiting inside the bank to be helped, so mostly they try not to go to the branches. We have changed our account on 23 April 2020 and ABSA is supposed to pay us back some of our bank fees, but since then, we haven't seen a cent of that money. We have phoned them 3 times, been to the bank twice and every time it is a new story, the last one being that it should be paid back around the 15th. Well, it is the 19th and the money is still not paid back and yet again when I phoned, the consultant was too busy to just check on the system what is going on and promised to phone me "sometime today"!!!!!! Obviously it will probably not happen. I have found that the only way to get things resolved lately is complaining on Hellopeter because even phoning them, doesn't resolve your problem. I don't live in town and can't go the bank anytime or day.