Bad Customer service whats the use of having a cre

a refund was peocessed on my card 20 days ago still not reflecting and i have been calling african bank with no assistance a query was long after calling i dont know for how long and an sms stated that my query will be resolved by the 22/12 but yet nothing has been done they tell me about system that had problem but i was never notified for any delay on my query...this is a nightmare.spoke to kim singh who is a team leader what an attitude bad bad way of dealing with customers magement skills are need shame..and she then dropeed the call as if she is the one who called bad customer service night mare