Service, what service...?

I was debited a few hundred thousand Rand by Momentum - in error! Obviously my account was overdrawn and my credit rating affected. Momentum have agreed to refund me the related charges. We have an ABSA business account so I contacted our relationship manager at Clearwater, Ronel, who emailed the person responsible for my personal account - Cynthia Mabasa, and asked her to contact me. This was November 5th. No response from Cynthia so on November 7th I email Cynthia and phone but her phone just rings. I email her again but still no reply. Today is November 17th and still no contact - what needs to happen for Cynthia to respond to all these requests?!