African bank struggling to do a reversal payment

Am so disappointed with African bank—I made online payment which automatically went to 3rd party site without my knowledge(3rd party and online service failed to do a refund)so I asked African bank to do a reversal -I was told to wait 30 working days (60 days passed with no reversal done) I made calls,sent emails and went to the branch still reversal is not done—am going from a pillar to post with no positive results of a reversal of payment —the bank even asked me to do affidavit and also open a case —I did all that with no luck