terrible service

im reporting an agent called Phillip who works at absa as a home loan agent , I called on Friday to get assistance for the over debit which they did he said I must send an email to client care which I did and he told me to call Monday ,, surprisingly I just called spoke to Donovan who confirmed if query is logged Friday TAT IS 2-3 working days

I want my refund that's all and I want it before the end of the week .. I did what they told me but im not receiving any help. they debited more money now I should suffer worse part bank charges will hit me