Nearly 2 weeks and money still not returned to me!!!

On the 21st September I tried to purchase water via the banking app. It kept saying unsuccessful purchase! I tried several more times with the same result. When I checked my bank statement it showed R650 was taken off my account and it was not reversed. I went to my branch on the 23rd Sept to have this money reversed as I did not receive any tokens for water nor did I want the tokens now as I had already purchased from Spar. I was given the run around and told Absa could not refund me as the onus was on Blue label. Blue label said it was Absa that had to refund me! After much back and forth I was given a ref no *** and assured on the 27th Sept that the money would be returned to me within 2 to 3 working days..... Today is the 2 Oct and still no money paid back to me. I called my branch and they said "oh on our side it says the case is closed" where is my money???? Now emails are been sent again to query where is the money. This is the worst customer service I have ever received from a bank that I have been 16yrs with! I am extremely disappointed and unhappy with the run around I have been given. I had rent to pay and paid it short with the hopes I'd have the money back in my account by the latest today! I am seriously considering moving to another institution that actually works for their clients.