Unhappy Client

I've been calling and going to my Absa branches regarding a reverse transction that I wanted to do. I sent the first email on the 28th of July and there was no response. I sent a second email on the 1st of August, and still there was no response. I further sent an email on the 8th of August and was given a ref number and I haven't heard anything ever since. Whenever I call the call center number the consultants all say "It will take 3 to 5 days for this matter to be sorted out". It has been nearly 3 weeks and the matter hasn't been sorted.