Pathethic Service from Absa

I paid up my account in the month of septemeber. i over paid my a specific amount. Absa still goes and debits me for the month of October. I did not make a fuss, as i understood mistakes can happen. I then call the call centre and requested a refund on the 21/10/2015. They advised me that the SLA is 2-3 working days. Considering the weekend in between everything should have been resolved by the 26/10/2015. However this was not the case. When I had called in on the 26th they had told me that nothing had been done on the account and they ave no idea why this was the case. I was very upset hearing that,so i then asked the agent by the name of Mr Moodley to explain he said that he could not because he does not know.I then called back again to speak to another agent that knew.I then spoke to Themebeka on the 27th she advised that nothing could be done because it was passed 12 o clock and refunds and closures needs to be done before 12. As irate as i was i accepted and waited.I called in on the 28/10/2015 and spoke to Busi Ntsobo. She advised that there is no request on the account for closure. I asked for a Manager or T/L she said there is nobody available.My Query is still not resolved