took money from my account which was not supposed

I'm a client of Absa for many years and is very disgusted in their services where the one hand is not knowing what the other hand is doing. Can you really hold on to a line for 3 and a 1/2 hours and no one can assist you and tell you where your money went to and who is liable for the refund. I was in Cape Town on the 29/01/2016 where I went to the Kuilsriver branch where the lady was very helpful where she tried to assist me and when she eventually got hold of a person on the other side, which promise her that he money will be refunded back to my account the same day which I am still waiting for up to date. Last week on the 05/02/2016 I went into the Southgate branch in joburg to query again where there was no assistance from no one the one department is sending me from the other department with no luck or no professionalism at all. I spoke to the following people in diffirent departments where I am sure they don't know there work Pearl, Arthur, Marvin, Phulani. I just think that Asba is the most disgusting bank to deal with. and up until now I am still waiting for feedback on them to what happened to my money and who is going to refund me. nobody but nobody knows or have a clue.