POOR POOR SERVICE

On 10.09.2019 an amount of R1000 was mistakenly transferred into my Absa account. The matter was referred to Mbali Mokoena. The relevant documentation was submitted to her. After much up-and-downs she confirmed that the funds was reversed on 11.10.2019. The person who did the transfer sent a bank statement which showed that she did not receive the reversed funds.. Up until today, a month later the funds are not reversed back to the creditor. If I don't do follow-ups no one will contact me or the creditor regarding the status of the investigation. Mbali's teamleader is never available and her manager does not take phone calls. Who will then resolve this matter.