Deduction of payment and non returning after reque

On 18 December 2015 AfricanBank deducted my December payment which should have been done on 31December according to my contract. This was my holiday money as well as transport from holiday home. I contacted them on the 18th and was promised that it will be back in my account the same day as it was their mistake. Today is the 25 th of December an to spite numerous telephonic requests and a visit to their branch in Upington where I was stuck, I still don't have my money! Taking in concideration the time if year, this situation is totally unacceptable!