*****ing from the elderly/doesn't care for their customers

I have logged a complaint/query with Absa HOC and Absa Home loans on the 09/09/2020. To date the only responses we've had is that they are investigating or waiting on different departments or have referred it and are treating it as urgent. I can only assume that because it involves a refund they are trying to find every reason not to do it. The numerous people I have spoken to from Absa have confirmed that what has happened on my account is highly irregular but as to when I can expect them to resolve it I have not received any feedback. They are busy sending it between departments so that no one takes responsibility. It is highly unprofessional and borderline ********. I am now stuck with having to drag their names through the mud for a response because asking in a decent manner following the necessary channels that they have put in place has proven inefficient. I've even referred the matter to action line who have not delivered on giving me prompt feedback as promised. An email was sent to them on the 29/10/2020 and still the only response I've received is that they have referred the matter to the very same departments I initially reported it to, who were unable/unwilling to assist. they keep telling me they are treating it as urgent but it has been 2 months.