Bad service

I visited ABSA Westgate Mall on the 19th July 2017 for a statement and I was assisted by Wardah Reed. A few days later I noticed I was charged 6 times for 1 statement. I went back to the branch to advise them of the error and requested a refund. On this occasion I was assisted by Wardah Reed again. She checked my account and confirmed that the system actually did charge me 6 times. She logged a complaint and advised me that when her colleague gets back from lunch they will process a journal and I will be refunded that same day or the next day for the latest. 4 working days passed and I contacted Wardah to follow up re: the refund. She advised that she was waiting on someone to approve the journal. My response was....how long can it possibly take to process a journal?...certainly not 4 days. She promised to call me back shortly to provide feedback. Soon after, I received a call from Marco Hendricks, her colleague, who explained to me that they have a SLA of 5 working days and that their IT department is investigating why the system charged me so many times. I responded by saying that that is not my concern. What could they possibly be investigating when the system shows them that I have been overcharged. As far as my knowledge goes, a CCP case should have been logged (which was done) and I should have been refunded that same day as their were no discrepancies re: my complaint.I was promised the refund would be processed today, 12th September as the 5 days would lapse. It is already close of business and I still haven't received my refund. The amount of the refund is not much, but that is not the point. It is the principal that counts. Firstly I was made promises that were not fulfilled (Wardah and Marco over committed) and secondly when a client is indebted to ABSA, extremes measures are taken to obtain the funds from the client. So why does it have to be any different when the tables are turned. I banked with ABSA for 15 years and it took one unpleasant experience with Westgate Mall branch for me to switch my accounts to FNB (done yesterday after my conversation with an arrogant Marco Hendricks). I now demand a refund immediately as I know the procedures and processes and Iwas entitled to a refund that same day.