Missing Payments- Terrible service

On the 14/12/15 I emailed missing payments regarding an incorrect transaction , I then emailed them on the 17/12/2015 , 04/01/2016 , 11/01/2016 and this morning , I received a response from Lize Lotriet who just forwarded my email to missing payments on the 17/12/2015 and the 04/01/2016. Since then nobody has contacted me or provided me with any feedback, even after me advising them that I will be going to social media. I am waiting for my refund for over a month now and there isn't a response. It seems to me that nobody in that department cares about their customers as their customer service levels are terrible. What is the point of using this bank when a customer actually requires assistance nobody gives a damn.