No Response on requests?

From the 7th of November I'm trying the authorizations department to pay back an amount which I phoned to tell them that I didn't authorize for a certain amount to go through. On the 9th the put the amount through without reading or attending to my request. Today is 25 November still no response on my request and still no payment back into my account. If this is how they treat their clients then I know why people move to other institutions